Overview

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Case table extends task table. All cases are tasks, but not all tasks are cases. Reporting on case will give you additional dimensions that reporting on task cannot. Most teams work only within cases, and reporting on cases is generally sufficient representation of ticket workload. There are teams on campus that work with other ticket types (tasks, RITMs, Change) that will need to report on the other tables. Depending on a specific team's work, one can break up dashboards into a 'Case' tab and a 'RITM' tab (for instance) or they can have one tab that looks at the 'Task' table.

 

Fields on the Case Table

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Some portal forms create Cases. If you want to report on the questions and the answers of those forms, you'll want to use the u_case_variable table. You can choose this table in the report designer or you can use the app nav in the left of the agent view and type in 'u_case_variable.list' to view the table directly. The table is a join of 3 tables, in ServiceNow vernacular, this is a database view. Database views take extra time to load, so it is best to put database view reports on secondary tabs or beneath the fold on dashboards. In order to select questions on for a report, click 'choose columns', single click on the green 'Questions +' box, click the icon with square with two squares growing from it (in the center column), select the name of the form you want to report on, then select the question you want. You then need to add the 'Display Value' column to your report.

 

Case Table Fields

Display Name	Label	Element	Field Type	References	Max Length	Reporting Notes
	Sys ID	sys_id	Sys ID (GUID)		32
Account	Account	account	Reference	Account	32
Active account escalation	Active account escalation	active_account_escalation	Reference	Escalation	32
Active escalation	Active escalation	active_escalation	Reference	Escalation	32
Add resolution notes to comments	Add resolution notes to comments	notes_to_comments	True/False		40
Allowed groups list	Allowed groups list	u_restricted_groups	List	Group	1,024
Allowed users list	Allowed users list	u_restricted_users	List	User	1,024
Asset	Asset	asset	Reference	Asset	32
Assigned on	Assigned on	assigned_on	Date/Time		40
Auto close	Auto close	auto_close	True/False		40
Building	Building	u_resnet_building	String		100
Building	Building	u_clsrm_building	String		255
Case	Case	case	Composite Field		300	Unique identifier for a case in ServiceNow. Will always start with CS.
Case Phone Number	Case Phone Number	x_uocsd_talkdesk_case_phone_number	Phone Number (E164)	Contact	40
Case Report	Case Report	case_report	Reference	Case Report	32
Case Type	Case Type	u_case_type	String		100	Indicates whether the case is an incident or a request. Incidents and requests differ in SLAs, but are cosmetically the same.
Category	Category	category	Integer		40	Custom field for agents within some Service Offerings. Allows agents to categorize what precisely the case is requesting / needs. Not all offerings have categories.
Cause	Cause	cause	String		4,000
Caused by Change	Caused by Change	caused_by	Reference	Change Request	32
Change Request	Change Request	change	Reference	Change Request	32
College	College	u_resnet_college	String		100
Consumer	Consumer	consumer	Reference	Consumer	32
Contact (Customer)	Contact (Customer)	contact	Reference	Contact	32	The client of the case. Can be different than the Opened By - for instance, when an agent gets a phone call and opens a case.
Contact Local Time	Contact Local Time	contact_local_time	String		70
Contact time zone	Contact time zone	contact_time_zone	Choice		40
Contact's AD Username	Contact's AD Username	u_contact_ad_username	String		40
Contact's Email Address	Contact's Email Address	u_contact_email_address	String		100	The email address of the customer.
Course code	Course code	u_clsrm_course_code	String		40
Entitlement	Entitlement	entitlement	Reference	Entitlement	32
First reply at	First reply at	first_response_time	Date/Time		40
First reply business duration	First reply business duration	u_first_reply_business_duration	Duration		40
First reply duration	First reply duration	u_first_reply_duration	Duration		40
Follow the sun	Follow the sun	follow_the_sun	True/False		40
Follow Up By	Follow Up By	u_follow_up_by	Date		40
Incident	Incident	incident	Reference	Incident	32
Incoming Email Address	Incoming Email Address	u_incoming_email_address	String		255
Issue	Issue	u_clsrm_issue	String		255
Issue Category	Issue Category	u_clsrm_issue_category	String		255
Issue Subcategory	Issue Subcategory	u_clsrm_issue_subcategory	String		255
Notify	Notify	notify	Integer		40
Organization	Organization	u_organization	Reference	Organizations	32	The organization this case was assigned to.
Partner	Partner	partner	Reference	Account	32
Partner Contact	Partner Contact	partner_contact	Reference	Contact	32
Proactive	Proactive	proactive	True/False		40
Problem	Problem	problem	Reference	Problem	32
Product	Product	product	Reference	Product Model	32
Push-to-talk group	Push-to-talk group	u_clsrm_ptt_group	String		255
Rejection Counter	Rejection Counter	u_rejection_counter	Integer		40	Count of how many many times a 'proposed solution' has been rejected by client.
Requested immediate assistance	Requested immediate assistance	u_clsrm_requested_immediate_assistance	True/False		40
ResNet Appointment Status	ResNet Appointment Status	u_resnet_appt_status	String		100
ResNet Appointment Time	ResNet Appointment Time	u_resnet_appt_time	Date/Time		40
Resolution	Resolution	u_clsrm_resolution	String		255
Resolution code	Resolution code	resolution_code	String		40	Code for special handled cases. This includes spam. Resolution codes aren't widely used presently but there is room for growth and customization with them.
Resolved	Resolved	resolved_at	Date/Time		40	Date and time the case was resolved.
Resolved by	Resolved by	resolved_by	Reference	User	32	The agent who was assigned the case when the solution was proposed, field will be bank if the case was unassigned
Restricted	Restricted	u_restricted	True/False		40
Room	Room	u_resnet_room	String		100
Room	Room	u_clsrm_room	String		255
Social Profile	Social Profile	sn_app_cs_social_social_profile	Reference	Social Profile	32
Subcategory	Subcategory	subcategory	Integer		40
Support Manager	Support Manager	support_manager	Reference	User	32
Sync Driver	Sync Driver	sync_driver	True/False		40
TMS Appointment Status	TMS Appointment Status	u_tms_appt_status	String		40
TMS Appointment Time	TMS Appointment Time	u_tms_appt_time	Date/Time		40
TMS Base Module URL	TMS Base Module URL	u_tms_base_module_url	URL		1,024
TMS Module URL	TMS Module URL	u_tms_module_url	URL		1,024
TMS Ticket Required	TMS Ticket Required	u_tms_ticket_required	True/False		40
TMS Trouble Ticket	TMS Trouble Ticket	u_tms_trouble_ticket	String		255
Variables Display	Variables Display	u_variables_display	True/False		40