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Advanced Reporting in ServiceNow
This blog will help to learn how to create a Data Source and use advanced methods for building reports.
Using the following tools in the report designer, one can consolidate data to create reports that contain exactly what one wants to share with others:
- Report Sources
- Condition Builder
- Dot-Walking
- Related List Conditions
- Drilldown and Dataset
Report Source :
- It is recommended to use a Data Source instead of the table while building a report. Data Source one can create a standard set of conditions for querying a particular table that can be used in other reports.
- A Report source, also known as a Data source can be created by going to the report source module.
- Create a report source for active incidents assigned to the Software assignment group.
- Give the report source a logical name.
- Select the table where the data source can be used for reference.
- Add AND/OR conditions and submit to save it.
- One always need to create reports so that ServiceNow can provide the information needed for making decisions and take required actions.
- This allows reports to communicate multiple types of data for users.
- With the filter icon, additional conditions can be placed that would be built on top of the ones set in a data source created earlier without modifying the original data source.
- The data source and applied conditions remain visible throughout the report creation process so does the condition builder. One can access it at any time.
Condition Builder:
This can be achieved as follows:
- Select table as the source type and select the desirable table (In this case the incident table).
- Run a report and save it as a data source. This leads to a form for saving the report source.
- Again, let’s give it a logical name to make it easily identifiable in a report source list and submit it.
- The new data source is available for use.
Dot-Walking:
- It allows to include report data from fields and related tables.
- In the condition builder, select problem and extend the condition to active as true.
- Now, one can find the list of all active incidents with an active problem attached to them.
- There are number of fields on conditions that call reference related tables to allow expanding the reports at multiple levels. Just look for condition builder icon.
- It will give the option to Dot-Walk, so that one can include data from a related table for that field.
Related List :
- With related-list, connection between different tables for the same report can be made.
- This requires to access to two separate tables. The incident table and a Task SLA table.
- To achieve this, name the report accordingly and then proceed to build a report that will allow to see all active incidents.
- First, create a condition to show all incidents that are currently active and run it.
- Below it, set the Related-list conditions. Select the table to apply these conditions to.
- In this case, it’s going to be ‘Task-SLA’ table and in below condition filter, create the condition to be applied to that particular table for this report.
- Choose ‘Has-breached is true’ and then run it.
- One can see the incidents with the ‘breached-SLA’.
- The report here contains data from two separate tables.
Drilldowns and Datasets :
Drilldown adds value to reports, providing additional visualization to divide the data into subgroup while dataset can be used to view multiple tables and the same visualization. One can create a drilldown mostly on existing reports that they have permissions to add. Drilldowns : For this walk through, let’s use the incident priority report.Go to the Report Application->view/run->search-> incident priority and locate it. Note : Simple report is already created with priority of incident.
- The ‘Source Type’ and ‘Data Source’ filled values get added by default to the corresponding values and the reports that one is adding a drilldown to. These can’t be changed when adding a drill down.
- The report visualization in the drilldown can be different than that of the top level report. The choice of the report should reflect the information shared. So here, if one select a horizontal bar and group a report, then it aggregates the records to provide a high level summary of data. In this case, by assignment group, one can achieve it.
- Further, the bar chart segment displays the summary of the underlying data and clicking any bar displays the drill down data.
- If one wants to add a Dataset to the report, they can open the report structure and click on the ‘add Dataset’ option.
- This will bring back the user to the guided workflow where user can name the Dataset.
- Select ‘Open’ problem for the data source.
- Let’s set the group by priority and click next. Save it and the high level report is displayed.
- Make the report easier to read by using one color with the option style .
- Click the report structure icon to view the current report structure and add new drilldown and datasets.
- Now, updated records are ready to share.
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Add users to Proactive Service Experience Workflows assignment groups
Add users to Proactive Service Experience Workflows assignment groups so\n that they have the necessary role and can be assigned to resolve network-initiated issues at\n the appropriate escalation level.
Role required: admin
- \n Navigate to All > User Administration > Groups . \n
- Network Coordinators
- L1 Network Engineering
- L2 Network Engineering
- L3 Network Engineering
- \n In the Group Members related list, click Edit . \n
- \n Select one or more names in the Collection list. \n
- \n Click Add . \n
- \n Click Save . \n
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The way you described it can be done with the assignmemt group metric. This is an out of box metric definition that gives duration of any incident assigned to a group. 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.
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. In such cases, if we want to calculate the duration.
We would like to show you a description here but the site won't allow us.
The out-of-box Incident metric Assignment Group should give you the date/time that an Incident was assigned to a specific group. Look in the metric_instance table. answered Mar 31, 2023 at 22:06. giles3. 465 2 9. Hi: Thanks for the response. I tried looking for the metric_instance table but don't seem to be able to find it.
Options. 07-24-201509:21 AM. The table you are looking to report on is the Incident Metric table. What you do is you set your filter to the Definition is Incident State Duration (I believe). and "Created (mi_sys_created) is last day of the previous month. The "MI" is the metric instance.
In this video we will see how can we Generate Report for Incidents handled or touched by your team even after reassignment.-----...
See our ServiceNow services here: https://www.beyond20.com/servicenow-consultationbeyond20.com
The assignment group change on the change of the group membership of the user assigned to the record.
Create an assignment data lookup rule - Product Documentation: Vancouver - Now Support Portal.
This can be achieved as follows: Let's create a report source showing all active incidents assigned to the hardware assignment. group. Select table as the source type and select the desirable table (In this case the. incident table). Run a report and save it as a data source. This leads to a form for saving the report.
Subscribe for more https://www.youtube.com/channel/UCaWb7GTSLk0aAT5LI7b9eHg #Reports_in_ServiceNow#ServiceNow#create_reports#Reports_and_Assignment_group#Se...
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Probably one of the easiest traps people fall under is thinking that groups somehow align to departments. Work doesn't happen in silos, work is collaborative - therefore groups should be collaborative and cross functional. ServiceNow already has a department table structure for that purpose. 5) Don't Hardcode groups.
Learn how to create, modify, and share reports in ServiceNow with this comprehensive guide. Explore different report types, filters, and scripting options.
ServiceNow recently replaced Remedy at a large decentralized organization. Many groups have their own IT assignment groups so tickets are passed to different assignment groups. Lots of requests for reports that include tickets that passed through "my" assignment group. Filtering the log we can easily see the times ticket was reassigned and even ...
Name: Name of the group.; Manager: Group manager or lead.; Group email: Group email distribution list or the email address of the group's point of contact, such as the group manager.; Parent: Other group of which this group is a member.The child group inherits the roles of the parent group. So, if a group has a parent, it inherits the roles of the parent group.
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. For example, when selecting.
Add users to Proactive Service Experience Workflows assignment groups so that they have the necessary role and can be assigned to resolve network-initiated issues at the appropriate escalation level. Role