Users related tickets are present at one place

[Hervi]

Hi All,

Currently, if I need to check any open tickets of any user then I need to go to all forms .

Example - If I have to check that any incident related ticket is opened by user or not then I have to go to that particular incident and on hovering beside the affected customer symbol I can check how many incidents have been raised by the user.

But I need to know is there any module present in SNOW (classic view) where all tickets(INC/REQ etc) are available at one place only? so that I need not to go to individual tickets to check that.

Do we anything in user profile?

Thanks in advance!!

Hervinder

[Natsufab3]

Hi Hervinder,

      you can actually Sort it by using breadcrumbs where you can say "opened by" "is" "name of the user", Please find the link http://wiki.servicenow.com/index.php?title=Using_Filters_and_Breadcrumbs#gsc.tab=0 when you say a module the other way would be by impersinating the user and to know the number of incidents all you need to do is go to incidents in Self- Service Module where you will find the list of incidents that user requested.

Thank You

[Hervi]

Hi,

Thanks for the reply!!

Actually I gave the example of Incident. I meant all the tickets (doesn't matter whether its change, incident, problem, request). All should be be present at one place.

Link which you have shared, I can put it only in particular list view(Example- Setting breadcrumb in request list view). I want all the ticket (Inc, req etc. ) must be visible.

[rohantyagi]

Hi hervinder, first- you definitely need an elevated role which allows you to view requests/incidents from other users. Otherwise you will only see your own records. A role like catalog admin will be fine if you do not want to take the system admin role.   After that you have 2 options: If you are on the latest Istanbul version your problem is addressed by the "My Request Filter" where you can bring incidents records/request records/HR records, etc at one place and build filters easily to your requirement and customize the list of things you can see in that page. You will like it very much. Please check out this recorded webinar to know more about the My Request Filter. Below is how you can access My Request Filter:

And this is how you can bring filtered records from other applications into it.

However if you are not on the Istanbul release, then you have to go to individual application like "Request" or "Incidents" and then build filters to show all incidents from a particular user. shown below:

[Hervi]

Thanks for the reply Rohan!!

Let me check this functionality . I will come back to you