Manage Report to view employee tasks and incidents

amber_pearson · ‎02-10-2015

Hi All,

I am trying to develop a way for non-itil users to see their respective employees tasks and incidents. Our instance pulls manager information from AD. I do not want to add additional licenses for this (so no role will be given to the manager); also I do not want to change all our ACL's for the managers to view the information. I believe the best way to do this is to provide a report that is emailed to the manager with the Incidents and Tasks associated to that manager's employees. We would like this to be a service catalog item that is automatically completed. Is there a way to trigger a report from a workflow? Running the report manually I can use caller.manager = the manager's name. How can I pass the variable from the workflow script to the report? Also, I would need the report to ultimately be emailed to the manager.

I appreciate your help!

Amber

Jim Coyne · ‎02-13-2015

Unfortunately, you will not be able to use the manager's ID dynamically in a normal report. However, seeing as you want to email the results to the managers anyways, this post may help you out - Using Email Notifications as Custom Reports

Instead of creating a Scheduled Job, you can fire the event from your catalog item, or maybe create a Record Producer to save you from creating a workflow as well. Record Producers can be configured to not actually create a record - Use a Record Producer to NOT CREATE A RECORD. That may be better as your managers can request a report and you will not have Requests, Requested Items and Workflows being created for nothing.

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Jim Coyne · ‎05-19-2015

I'm glad that worked. Could you please mark any responses as being correct or helpful so other members can see that you received a valid or helpful answer. Thanks.