hi I need to create a report that shows escalations from one Tier to another, for example Tier 1 has 200 total tickets they closed 100 escalated 100 to Tier 2 so the escalation rate is 50%. I cannot find a way to create a report of this type. Any ideas would be appreciated.
Hi, OOB ServiceNow does not track changes to fields on the table that the fields reside, and use of Audit\History data is not a best practice approach to reporting as can result in performance issues for your instance. Have you looked at creating custom metrics? Metrics (servicenow.com)
hi, thanks for the suggestion no I never have tried to create a custom Metric ( afraid we did not go over that in the training I received, I know shocking right) but would love to know how I could go about creating a metric to record that.
