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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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Get listing of all Incidents "touched" by Assignment Group
I am looking to create a report that shows the incidents my team has either opened, or at some point in the life cycle, has been assigned the incident.
For incidents that they open or were the final "assigned" group this is fairly easy. However I cannot figure out how to capture incidents where they neither opened the incident or were the final "assigned" group. In other words, the incident may have been opened by one team, then re-assigned to my team. My team may have needed to escalate the incident to yet another team. And that other team may have re-assigned it to a different team.
Anyway, how can I capture all incidents "touched" by my team in one report? Is it possible?
UPDATE: Thank you for your responses, they are helpful! Looks like I do not have the sufficient access privileges to access the views that have been recommended. Next step, time to prepare for battle to see if I can get the necessary access.
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How do I find Assignment Group id and User id in ServiceNow?
A unique 32-character GUID identifies each record in ServiceNow (Globally Unique ID) called a sys_id.
sys_id of a record is important when writing a script, workflow, or other development tasks.
Here are ten different methods to find the sys_id of a record in ServiceNow:
Right-click or hamburger You can right-click the header bar of most forms and find the sys_id.
To get a sys_id from the header bar:
Navigate to the record where you are looking for a sys_id.
To get a sys_id from XML
- Navigate to the record where you are looking for a sys_id
Right click the header bar and select Show XML. Alternately you can also click the Hamburger > Show XML
Since the sys_id of a record is always part of the URL for a link to that record, it is possible to retrieve the sys_id by viewing the URL.
To get the sys_id from XML
Right-click the header bar and select Copy URL. Alternately you can also click the Hamburger > Copy URL
For example, an Incident with the following URL:
https://<instance name>.service-now.com/nav_to.do?uri=incident.do sys_id=23dc968f0a0a3c1900534f399927740e
The sys_id is : 23dc968f0a0a3c1900534f399927740e
- Add an onload client script to show a sys_id function onLoad() { var incSysid = g_form.getUniqueValue(); alert(incSysid); }
The sys_id value of a record can be found in a business rule (or any other server-side JavaScript)
The sys_id value of a record can be found in a background script. Note: Test in a development instance first!
Login as an admin
Go to System Definition > Scripts - Background
Paste a script similar to this and click Run Script
By adjusting the url of a record, you can add this URL Parameter to export the sys_id and all fields to CSV
Navigate to the list of records where you want to find the sys_id
Build your filter
Right-click the Filter, and select Copy URL
Paste the URL into a new browser window
Add &CSV&sysparm_default_export_fields=all to the end of the URL
A CSV file with all fields AND the sys_id is exported.
Here is a creative way to use the Easy Import Template to export the sys_id data you are looking for.
Right click the header bar and select Import. Alternately you can also click the Hamburger > Import
Do you want to insert or update data? Update
Do you want to create an Excel template to enter data ? True
Include all fields in the template? True or False, your choice
Click Create Excel Template
Click Download
Open the Excel Spreadsheet
Select Page 1
If you are using the ServiceNow ODBC Driver and a reporting tool, you can pull the sys_id field information easily.
If you are using the ServiceNow Rest API , you can also pull sys_ids
Check this link (external): https://www.servicenowelite.com/blog/2020/9/29/ten-methods-to-find-sysid?rq=sys_ID
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*Disclaimer: We are reviewing video content for Accessibility standards*How to determine your own, or a colleague's, assignment group.
We created a custom field on the user table called "default assignment group" and set the user's primary group there. Then we created a client script and I believe a related GlideAjax to update the assignment group whenever the assigned to changes. The assignment group on the ticket can be updated after that, but it will always default to the ...
Click the informational "i" button near the person's name. When the user information displays, right click on "Open Record" and choose to open the record in a new tab. From within the user record, scroll to the bottom and click on the "Groups" tab. This tab will show all the ServiceNow groups the person is a member of.
As you can see in your image the information for the groups is stored in table sys_user_group. The information which users are assigned to which group is stored in table sys_user_grmember. So the REST query could be a GET to this URL:
current.task_fulfillment_group.setValue(assignment_group); as that would be a Sys ID and not the display value of the location. The script would be running on the current task record, so it's accessed using current. Also, take steps to verify that the field name is indeed task_fulfillment_group.
See our ServiceNow services here: https://www.beyond20.com/servicenow-consultationbeyond20.com
by the report shown by troy you will get the data of incidents opened on last month but not resolved till date. So you have to run the above report on every last day of the month to get the exact details of incidents which are opened on the same month and not solved in that month. (modify the opened condition) also I would suggest to add ...
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 ...
Get listing of all Incidents "touched" by Assignment Group. I am looking to create a report that shows the incidents my team has either opened, or at some point in the life cycle, has been assigned the incident. For incidents that they open or were the final "assigned" group this is fairly easy. However I cannot figure out how to capture ...
The assignment group change on the change of the group membership of the user assigned to the record.
Navigate to All > User Administration > Groups. Select a group record. Click the lock icon beside Type. Click the lookup icon beside the selection field. The Group Types dialog opens. Complete the following steps. Click New. Enter the group type name and description. For example, to define a type for a group as incident and problem , enter ...
Here are ten different methods to find the sys_id of a record in ServiceNow: Right-click or hamburger. You can right-click the header bar of most forms and find the sys_id. To get a sys_id from the header bar: Navigate to the record where you are looking for a sys_id. Right-click the header bar and select Copy sys_id.
This ServiceNow tutorial will demonstrate how to add users to an assignment group in ServiceNow. Specifically, it will demonstrate how to add user to Service...