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

[rohantyagi]

Anytime. Do let us know if you have further questions. And please mark it answered or helpful if you feel so, helps tracking.

[Hervi]

Ok..

So, in Helsinki , we cannot see all tickets at one place. We have to go to individual list view and set the breadcrumb for that particular caller.

and In Istanbul, We can do it by "My Request Filter". Here we have to set the filter conditions for the users.

[rohantyagi]

Yes if you are not on Helsinki you have to go to individual list view and set the breadcrumb.

Wait.... i had a chat with bharath.padaki@servicenow.com and he mentioned there was a way, but not easy, it required some scripting. Let me ask him to suggest here.

[Hervi]

It would be great!!

That's really helpful of you. Thanks Rohan.

[Bharath Padaki]

HI Hervinder,

The best way to achieve this pre-Istanbul would be to create a module similar to "My Incidents" or "My Requests", but use the Task table instead on the Incident, Problem, Request or Requested Item. All these tables are extensions of the Task table, so you will be able to view them all in one place. To take this a bit further, if you would like to restrict the type of tables you want included in this broader view, you can use the Task Type attribute in the filter to call out only specific tables. Let me know if that helps.