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Reporting on Incident Variables

If you are interested in reporting on variables from Record Producers for Incident Management, here is a way to filter or export this information from ServiceNow.

From the ServiceNow Wiki, here is some documentation to read before you start building your report.

http://wiki.servicenow.com/index.php?title=Creating_Reports

Note: The performance of this report depends on the number of variables and incidents in your system.

Report #1:  Incident Variables Report

You can try out this report, however you will quickly see that sys_ids are used in the table and the report isn't overly that valuable.

Incident Variables Report (Click to view)

Incident Variables Report
Visible to: Everyone
Type: List
Table: Question Answer [question_answer]
Filter: Table Name is incident AND
Value is not Empty
Group By: Table sys ID

Columns:

  • Table sys id
  • Question
  • Question.name
  • Value
  • Created

Report #2: Database View

Here is a report based off a database view.  This is a lot more helpful.  You can add columns to the view as you see fit.  Note: To create a database view, you need to be very precise, otherwise it will not run. 

Step 1: Create Database View: u_incident_variables

  • Label: Incident Variable
  • Plural: Incident Variables
  • View Table: Question_answer
    • Table: question_answer
    • Order: 100
    • Prefix: qst
    • Where Clause: qst_table_name='incident'
    • Fields: value, table_sys_id,table_name, question
  • View Table: incident
    • Table: incident
    • Order: 200
    • Prefix: inc
    • Where Clause: qst_table_sys_id = inc_sys_id
    • Fields: short_description, number, sys_id

Incident Variables Database View (Click to view)

Question Answer View Table (Click to view)

Incident View Table (Click to View)

Step 2: Create Report: Incident Variables #2

Incident Variables Report #2 (Click to view)

Report: Incident Variables #2
Visible to: Everyone
Type: List
Table: Incident Variable [u_incident_variables]
Filter: 
Group By: Number

Columns:

  • Number
  • Short Description
  • Question
  • Value