Building a report to show Technicians who don't have incidents assigned to them

leneemeyer
Tera Contributor

‎12-29-2022 09:53 AM

I have a request I do not know how to build a report, or if a report can even be built per the request.

 

I don't need a daily report or PDF, I just need to know how to build a report that I can add to my dashboard. The report just needs to show a "list" that lists all service desk technicians that do not have any P3s in an actionable status assigned to them. The reason they need this is so that the tech lead can can quickly see which technicians are available to work on incoming P3 incidents.

 

Help~

0 Helpfuls
  • 618 Views
2 REPLIES 2

EricDohr
ServiceNow Employee
ServiceNow Employee

‎12-29-2022 10:46 AM

You can do this via a related list condition

  • Create a report using the User table [sys_user]
  • Adjust the format to list view (via type)
  • Adjust the desired columns (via configure)
  • Adjust the filter.  You most likely want something to the following
    • Active = true
    • Role = itil
    • Some type of indicator that they are Service Desk
  • Near the bottom, you will see related list conditions
    • Set Quantity to None (will make it 0)
    • Pick the table Incident -> Assigned to
    • Adjust the filter of the logic of records to look at P3 active incidents
  • Save the report and add it to your dashboard.  
  • You will want to share it if others besides you will utilize the function

 

EricDohr_0-1672339416227.png

EricDohr_3-1672339435097.png

 

 

EricDohr_5-1672339525122.png

 

 

 

0 Helpfuls

leneemeyer
Tera Contributor

‎01-01-2023 08:25 AM

Hi Eric, thanks for the answer.  I have not been able to get this to work yet, I think I am missing something.  What the SvD tech lead is asking for, is the list of names of service desk technicians that do not have any P3s in an actionable status assigned to them.  (What he means by actionable, is not quite clear, I need to validate with him exactly what he means by this statement, I think this is where the confusion lies in getting this query correct). 

 

This is the first issue I'm having:  

  • Adjust the filter.  You most likely want something to the following
    • Active = true
    • Role = itil
    • Some type of indicator that they are Service Desk 
      • The only indicator on the user table that I can find to determine they are Service Desk is "manager = name"

Once I get clarification from him, I'll reply and see what else needs to be done!  Thanks so much for the help so far, and THANK YOU for the pictures!  A screenshot is worth a thousand words! 🙂

Lenee Lane