Creating a Dashboard with filter by Work Note content

[samuelamara]

Hello, team, how are you? 

I would like to request support in creating a dashboard in ServiceNow with the following objectives:

 1. Create a graph or report that shows how many calls/incidents are received per day and per month, 

2. But with a specific filter, considering only the calls that contain the word "Transfermood" in the Work Note.

 My questions: Is it possible to filter the calls based on a specific word contained in the Work Note? 

What would be the best type of report for this case: bar chart, list, or pivot table? Can this dashboard be automated for daily updates? The idea is to be able to easily track the frequency of occurrences related to this specific term over time. If any adjustments to the form or special permissions are needed, I am at your disposal.

 Thank you in advance for your support!

[Mark Manders]

You can't query directly to the work notes, and there also isn't a related list you can query to. 

It's also not very solid to have a report based on how many are created per time period, when the filtering is done on a field that can be changed anywhere during the lifetime of the ticket.

Next to that: work notes are string fields that are updated by users/integrations and a typo can cause it not to show.

If, for whatever reason, this really is an important thing to track, I would add a string or list field to the incident table (not on the form) and run a flow/br to update that field when a work note is added with the string you want tracked. Because with one word tracking, you will probably end up with people wanting to track other words as well. You can then create your report on <your_custom_field CONTAINS abc>.

[SumanthDosapati]

Simple answer : Not Possible.

Even if you find a work around using audit and history tables, it will take tons of time to load and break your instance.

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth