Overview

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Most of our reporting on agent activity in ServiceNow is based on who the agent is in the 'Assigned To' field. There are two other options available for reporting on agent activity.

• The Additional Assignee field on Cases
• The Task Metric table, [u_task_metric].
   

Additional Assignee

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We've added a custom field on the Case table - which is for tickets starting with CSxxxxx - called 'Additional Assignee'. This writes an agent name anytime an agent from any group or organization edits the case. Because of how the system writes these names, you'd have to select 'Additional assiggnee list contains' instead of 'is' or 'is dynamic'.

 

We've built an example report called 'Example - Additional Assignee on Case'.

 

Task Work Table

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We've also create a custom table called Task Metric. It is a database view, aka a join, of 3 tables. There are 3 metrics that get written based on what happens on a ticket. You can filter these based on the 'Name' field. You must filter on one of these and only want to use one of these at a time.

• Agent Activity Tracker
  
  • A line will be added to the table with this Name any time any agent does any updates to a ticket. This includes changing the customer, adding a category, or re-assigning. Using this one name includes both the Work Note and Comment items. You want this if you are unsure what to pick.
• Agent Adds Work Note
  • A line will be added to the table with this Name any time an agent adds a work note to a ticket.
• Agent Commented
  • A line will be added to the table with this Name any time an agent adds an additional comment to a ticket.

When you run a report, you'll want to filter on 'Name is $Name you want'. So if you want to know a count of all ticket an agent commented on over a time period of time, you'll select a count report, then select 'Name' as a condition and 'Created by (mi_sys_created_by)' and a time frame. Notice the created by is an account name and not a user name. When you set up a condition for 'Created' as a date, you need to select the 'Created (mi_sys_created)'.

Because the table is a join, the (mi_md_task_info) will dictate what initial table the data is coming from.

• If the parenthesis starts with md, it is the instance of the specific rule that writes to the table and you will likely never want to select these options.
• If the parenthesis starts with mi, it is the instance of the specific change. When you are reporting on the agent who made the change, you will almost always select the Created by (mi) version.
• If the parenthesis starts with task, it is the ticket information where the specific change took place. When you want to report on things like when the ticket was created, you'd select the Created (task) version.

We've built an example report called 'Example - Agent Comments - Last Month'.