how to report on incidents related to a problem

[jfrancione]

I am trying to produce a report that will show me the problem number (PRB00123456) that is associated to multiple incidents.   When I look at the incidents, I see that there is a relationship to a problem (ie. INC00123456 investigated by Problem PRB00123456).   What I cannot do is run a report that provides me with this information.   It appears that only incidents that have problems related to it as 'Addressed by' are the only problems that appear.   However, I do not know how to add this relationship of 'addressed by', nor do I know why the existing relationship of 'investigated by' isn't able to be reported on using the incident table.       I saw suggestions from other discussions on individuals who added scripting, but I don't know where that is accomplished when I am trying to create a report.   Any assistance would be appreciated.

Jim

[Patrick DeCarl1]

Jim,

So on the incident form you have a field called "investigated by"? is it a reference field to problem table? What is the column name of the field on incident table? If its a reference field, then you can report off column from incident table, or the system should had created a related link for the problem table like example before.

What does your local admins say? I can hop on a call tomorrow and try to help.

[jfrancione]

Patrick, sorry it's been a heck of a day and I haven't been able to respond to your offer to assist until now.     I appreciate your generosity.   Based on feedback from other contributors I changed the relationship of incidents to problems (for a small subset of problems) from 'Investigated by::Investigates' to 'Parent:child'

I attempted to run a report off of the problem table and obtain data from the incidents that are children, and I am not getting very far.   😕   If you have any time on Monday, please let me know.   Meanwhile, I am doing a little more reading on this link:   Walking to find all tasks.. for all relationships..

thanks

Jim

[gyedwab]

Have you tried running the reports directly against the Task Relationship table? It's the many-to-many table that stores the relationships between the incidents and the problems... you can dot-walk onto the parent or the child for reporting purposes.

[bammar]

Can you not relate the Problems as Parents of the Incidents. Then you can run reports with ease.   So if I have an incident and I see that a Problem exists i set the Problem as its parent. Then it works beautifully, because I can now have a related list on the Problem side as well that shows the child incidents.

[jfrancione]

Bessam,

I am not that adept at Service Now reporting (even though I am the admin)   However I did manage to modify the relationship of the incidents accordingly.   I am now trying to produce a report that shows each problem number, the problem short description and the number (count) of child incidents each problem has. Also, is it possible to obtain the incident opened at date/time stamp as well in a list report.