Finding all Priority: 1 Incidents

[gaborbartal]

Hi all,

New to the forum, I work for an IT services company and recently switched to SNOW.

We have a basic view, I guess Database View, Reports, etc are missing (saw posts about solutions using those).

All I can do is run a filter for Incidents.

Would you help with my issue?

I am suddenly tasked to create a "report" (not a SNOW report, but in Excel) about all P1 Incidents last month that touched a given assignment group.

I must find all tickets that were once P1 (even if closed as a lower priority) and I would manually check each and create my report. Excel is unrelated sorry.

My challenge is that setting these conditions does not list all tickets for the above reason (downgraded tickets before they got closed):

- Priority - is - 1

- Opened - on - last month

Also, I couldn't find a way to search for Work Notes contents for "was: 1 - Critical"

Is there any workaround using a normal filter?

Thank you!

[GTSNOW]

Hi,

You can get this via Keywords contains was: 1 - Critical.

This can also be achieved by creating Metric definition on priority.

Please mark helpful and mark answer correct.

[gaborbartal]

Thanks a lot Gaurav!

Keyword was indeed the solution, much appreciated!

Gábor

[divya mishra · Accepted solution]

Hi Gabor,

Please find your answers below:

for finding P1 tickets use the filter option to get the p1 incidents. filter icon is the one before   the word ("All").

In order to create an excel please right click in the area between any labels like number and opened in the below screen shot click on export then click on the desired format you need the data.

For getting any extra incidents whose priority was altered from one or is changed to one. Click on the settings and get the work notes to left hand side of the slush bucket and click ok. then follow the next screen shot or you can directly search as per next screenshot.

Click on filter option get the keywords like and do the rest as shown.

Mark correct/helpful if this helped

Have a nice day ahead

Regards,

Divya Mishra

[gaborbartal]

Thank you Divya! I had already had everything except the Keyword option - I got too focused on the solution being somewhere around "work notes" to miss that.
Cheers!

Gabor