Reporting on incidents created outside of business hours?

mollyclark7 · ‎09-30-2014

Hi all,

Our service desk recently expanded its hours from standard business hours (9-5) to being a 24/7 operation. We're looking to report on any incidents created outside of M-F 9-5 business hours to show adoption/growth of the 24/7 service over the past few months. Any brilliant ideas for the easiest way to filter incidents this way? Otherwise I'll try exporting to Excel to see if I can do it that way, but I'd prefer to keep it within SN.

Thanks!

shakingtree · ‎09-30-2014

Hi Molly,

I think you can get the desired result by using the "trend" operator filter function in your open incident list view.

I have added a screenshot as an example.

Would this answer your question?

kind regards

Ben

View solution in original post

shakingtree · ‎09-30-2014

Hi Molly,

I think you can get the desired result by using the "trend" operator filter function in your open incident list view.

I have added a screenshot as an example.

Would this answer your question?

kind regards

Ben

mollyclark7 · ‎09-30-2014

Perfect, thank you! Somehow I've worked with SN for a while and never used that "trend" operator... for shame!

I got it to work using this + a couple additional filters for Saturday and Sunday. Thanks again!

shakingtree · ‎10-01-2014

Hi Molly,

glad to have been of any help. The trend operatos is not that often used so no need to be ashamed

And of course I understand your additional filters for the weekend. Must have thought of that myself as well.

Have fun with the new discovered knowledge and keep enjoying the wonderful world of ServiceNow !

Ben

Kevin97 · ‎10-01-2020

I'd like to know the applicable answer to this question on year 2020 (latest SNOW version).

Thanks!