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servicenow report list all ticket on which my group worked
How to generate report in servicenow to display list of all ticket (regardless of ticket type and current status & current assigned group) WHICH are assigned to my group/team member OR in other words, listing of all ticket on which my team member worked regardless of current assigned to or state.
I want to see all incidents opened last month that were assigned to my groups at some time
2 Answers 2
You can find whether an incident was assigned to a user from record history. You can write a script to filter the history on "assigned to" and then check if the user belongs to your team.
Replace XXXXX by your domain name to get the report
https://XXXXX.service-now.com/task_list.do?sysparm_query=assignment_group%3Djavascript%3AgetMyGroups()%5Eactive%3Dtrue%5Eassignment_group.typeLIKE7aab6a7895121000f9acb7a2692bd189%5EGROUPBYassigned_to&sysparm_first_row=1&sysparm_view=
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You can find whether an incident was assigned to a user from record history. You can write a script to filter the history on "assigned to" and then check if the user belongs to your team.
Calculate the duration of an incident based on the Assignment Group. Most of the cases, the incident will be traversed to multiple teams for resolution.
What you are looking for is the assignment group metric. The metrics table to look at is a database view called "incident_metrics" if I remember correctly. It allows you to report on both an incident and the metric associated with them at once.
The sc_req_item record's sys_id is stored in the document_id field so to get the Assigned to and Assignment Group update the code as below: + '<b> Assignment Group: <\b>' + gr.getDisplayValue("assignment_group")); Also to get the name of the assigned to and assignment group use getDisplayValue () method.
One possible approach is write a business rule to run on assignment group change. You would glide query the metric instance table where definition is the assignment group metric and look for any instances where assignment group value matches the display value of the current (new) assignment group.
Find detailed information about ServiceNow products, apps, features, and releases. ... Configure the group type for assignment groups - Product Documentation ...
In a default out of box instance, the Calendar history view of a record is viewable by any user who is a member of the itil role. In addition, this data is also implicitly viewable to a user with admin.
Summarize. Use the Type field to define categories of groups. Once defined, you can use these categories to filter assignment groups based on the group type using a reference qualifier.
ServiceNow - Assignment Groups. 26 Likes. 24,338 Views. 2019 Jul 18. Disclaimer: We are reviewing video content for Accessibility standards How to determine your own, or a colleague's,...
We have been tasked with finding data from our Assignment group going back 3 years, but since the incidentes we receive often come from different groups, locations and have varying degrees of complete information, there is no reliable way to filter it.