Finding all Priority: 1 Incidents

gaborbartal · ‎10-07-2017

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!

divya mishra · ‎10-09-2017

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

View solution in original post

Les1 · ‎08-01-2018

divyamishra

I'm not finding the Keywords "like" as in your last screenshot.

If i try to apply the filter condition while on the Incident List the only option i have is Keywords "ARE" - i dont have "LIKE" and ARE doesnt seem to accomplish.

additionally just using the condition builder on incidents, it doesnt let me choose "work notes"

screenshot from developer instance (kingston) - what am i missing ?

update: I was able to get the Keywords "Like" to appear - this appears after entering "*was: 1 - Critical" in the field search for Work Notes and then clicking on the funnel to bring up the condition builder and having Keywords as the field.

However, the condition of Priority = 1 would only give those incidents with that priority right? i thought the objective was to also include any incidents that once was a priority 1 but had changed to a different priority. seems like we need a condition of "not priority 1" to capture this.

When i do that, the results dont seem to be pulling on the keywords = worknotes "was: 1 - Critical" but rather is just finding "was" .. i looked through the results and i'm not finding ones that were actually changed from a Priority 1. so for my test this condition doesnt seem to work as expected.