Is there a way to see who has viewed an Incident?

[Steve Brown1]

In our previous ITSM tool 'RMS', we were able to report on who had viewed an Incident and not assigned it to themselves to resolve (Let me explain the scenario - An Analyst is cherry picking incidents that are easy to resolve and leaving the more difficult incidents for their colleagues in the queue) - Does the same functionality exist within ServiceNow?   I have gone through the Incident tables and nothing jumps out and searching with 'accessed', viewed', 'opened' does not return anything relevant to my query.

Many thanks in advance.

Steve

[amaradiswamy]

Hi Brown,

You may need to create a field in incident and fill up this field with the user who has opened the form with the help of a Display business rule. (e have a functionality in servicenow where we can see who has visited a particular report in "report_view" table.)

Thanks and regards,

Swamy

[Chuck Tomasi]

Hi Stephen,

I agree with Swamy's design, with a slight modification. I would create a custom table of "Record views". In there you have a Document ID field (so you can use this on more than just incidents.)

Create a display business rule that then inserts a new record logging which record, user, date/time, etc. Extending this to another table would include duplicating the business rule and changing the table.

Another option would be an onLoad client script that does an Ajax call to do the insert.

All of this would need to be tested, of course.

Business Rules - ServiceNow Wiki

Business Rules Best Practices - ServiceNow Wiki  

[david_legrand]

And before doing anything, we would all say "Do you have a justification to have the feature?"

Where "we used to have it" isn't a justification. A justification could be:

1) We need it for operational purpose (and the enhancement requester needs to explain how he/she's using it)

2) We need it for reporting purpose (and the enhancement requester needs to explain why he used the reports before)

3) We have to have it due to contract/norm/policy purpose (and the enhancement requester needs to say which contract or norm is requesting the feature)

Best regards

[Chuck Tomasi]

Good point David. "The old system used to do it." Is often a crutch for a tool or platform limitation, that required a process tweak.

Stephen's query included some justification around "cherry picking is a problem." It sounds like he's on his way to a good justification.