Reporting on all tickets touched by a user/group

[nmcl]

I'm looking to write a report that details where an individual/team have 'touched' a record.

e.g.   a 3rd line team wants to see all records that they've spent time on.   Whether they did the work and close it, or simply provided advice back to 1st line on how to resolve.

I've looked at the incident metric table but am not getting the expected answer.

Has anyone else created a similar report?

[Arpan6]

Create a Metric Definition with the following information:

Table:                   Incident

Field                   Assignment Group

Type                   Field Value Duration

It will track the start, end time and duration in metric instace table

Now create a database view to join Incident , metric_definition and metric_istance table.

You should now be able to report on that database view table with the desired assignment group.

[mrswann]

Incident Metric is already a database view with the Assignment Group metric definition OOTB

you can access most of the data you need using dot walked fields without additional views

[marios_]

We have the same requirements/problem, but issue is that, I cannot find History (sys_history_line) table, simply not exist.

Thank you in advance for help.

[Mike Allen]

How are you trying to find it?   You won't find it in the reports module.   Type in your browser your instance URI and /sys_history_line_list.do   For example, my dev instance would be:

https://dev27082.service-now.com/sys_history_line_list.do

If it pulls records, it is there.   If you have express, it may be hidden from you?   But, it should be there.

[marios_]

excellent, it's working, now will be much easier. Now I have to figure it out how to removed duplicates in "Set" column" for now it's still not unique

But, it is possible to connect this saved filetr in History view with the Reports module ?

I would like to have graphs, connected to the Dashboard etc