Dashboard/Reporting Question

[MikeSben]

How do I create a report where it counts for both Incidents and Requests assigned to an agent? 

Our helpdesk team is working on both incidents and requests. I'm creating a dashboard that will show how many combined incident and request for each agent.

At present, I have created 2 reports to accomplish this

• count of incidents
• count of requests

So if John has 2 incidents assigned and 3 requests, I'd like to show on the report 5 total tickets.

I'd like to simply the report if possible. 

[billmartin0]

Hi @MikeSben ,

I suggest you start using the out-of-the-box reports and dashboards first. If it does not meet your needs then you can easily duplicate an existing dashboard and customize accordingly.

I have created some guided videos for your easy consumption.

Here is How: How to Create ServiceNow Dashboards

Please mark it as helpful and accept as solution if you find it lucrative

[radhika_333]

Hi @MikeSben ,

I suggest You can create a report on the Task table since both Incidents and Requested Items extend from it. While creating the report, add conditions such as Task type is Incident OR Requested Item, and set Assigned To as Dynamic – Me. Then use the Count aggregation so the report displays the total number of records assigned to you across both incidents and requests. As an alternative approach, you can also create a Database View that combines the Incident and Requested Item tables and then build a report on top of that view if more customization or separation of fields is required.

[Dinesh_Now]

Hello

Please refer below if it can answer your query.

1- "Task" Table Method ....

1. Navigate to Reports > Create New.
2. Name: Combined Assigned Tickets.
3. Source Type: Table.
4. Table: Choose Task [task].
5. Type: Choose your visualization (e.g., Bar chart, Pie chart, or Single Score).
6. Configure Tab:
   • Group by: Assigned to.
   • Aggregation: Count.
7. Filter Tab:
   • [Active] [is] [true] (Optional: only show open tickets).
   • [Assigned to] [is not empty]
   • Add Filter: [Task type] [is one of] [Incident, Request, SC Task] (Select the specific task types your team uses, e.g., Incidents and Requested Items).

If 1 does not display the data in the exact visualization format you want, you can use the "Add Dataset" feature.

1. Create your primary report on the Incident table (Bar Chart, Group by Agent).
2. Save the report.
3. In the Report Designer, click the Add Dataset icon (usually looks like a chart with a plus sign).
4. Select sc_req_item (or sc_request) as the table.
5. Add the same "Assigned to" grouping/filtering in the dataset configuration.
6. Save the dataset and run the report. It will now show a total count from both tables

https://www.servicenow.com/community/servicenow-ai-platform-forum/report-to-include-incidents-tasks-...

https://www.servicenow.com/community/platform-analytics-forum/combined-report-for-incident-and-reque...
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