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?

[Mike Allen]

I give you this with a word of caution: reporting on system tables can introduce performance degradation, as they can get quite large.   With that note, check out this:

http://wiki.servicenow.com/index.php?title=Reporting_on_System_Tables#gsc.tab=0

[marios_]

Thank you so much.

Last question, it is possible to enable those system tables, then create reports based on it, then hide system tables and still use created reports ?

I would like to prepare monthly, weekly etc reports run on demand.

Honestly I'm surprised that such a great tool doesn't have any built-in reports for 2nd/3rd line of support team.

[luq]

I was dealing with the same problem few months back. I found a solution but it requires some homework. The solution is to create a database view. The view should combine Incident table and Task SLA table.  

You can find out about creating Database views by clicking here

Pre-requisites are the team needs to have SLAs configured in the system to build a report. You will need to build a report using the below parameters:

·                 Table to be used is the Database view table which has been created.

·                 SLA Definition is "the SLA Name configured in ServiceNow for the assignment group or the Vendor"

·                 Stage is not "Cancelled"

·                 Created on "Last Month" (If you are reporting for Last month Logged Incidents)

·                 Or

·                 Resolved on "Last Month" (If you are reporting for Last month Resolved Incidents)

This way there will be no duplicate records and all the tickets worked by a team will get captured, irrespective of whether they were resolved by the team or Re-assigned by the team

Thanks,

Luqman

Note: Please mark the answer as "Helpful" if it solved your problem

[Amanda Buggy]

We should all up vote this idea so can be done OOTB

Easy way to identify group membership from sys_user table

I would then use it on the "time worked" table if you have this turned on it creates an entry every time someone saves the ticket, recording who and how long they had the ticket open on the screen. This will allow you to report on everyone who has updated a ticket, even if it was never assigned to them or their group.

[Tfnhodgi]

Hi there! I hope you're still around after 5 years!

I’ve managed to get this working on my end, but I’m having trouble pulling in the RITM data. The current table includes SCTASKs associated with the RITM, but not the RITM records themselves. Since we have a service desk that triages tickets, and some of those are RITMs, I was wondering if you might have any suggestions for getting the RITM data to show up.

I tried creating a view, but it didn't quite work— My guess is that the issue lies with the join.

Would love any insights you can share!