Using Filters and Exporting Data from ServiceNow

Data for reports are now automatically emailed due to requesting this from IT, but there may still be instances where you may need to manually export the data by using the filters on ServiceNow. Prior to practicing the following be sure that your dashboard settings have been configured to have all of the column info described in slide 3 of the “Assigning Tickets to Specialists” located on the Customer Service Training Page here

Generally, the report contains data on the following:

Active Tickets Closed Tickets Notified Customer

Tasks that are still processing and can by found by using the Filter “Active is True”. These are used for the Green, Amber, Red report (GAR) where they are color coded based on their days open compared to the benchmarks the particular request type has for being green, amber, or red. The GAR is reported by both the request type and by specialist for each branch

Tasks that are completed and can by found by using the Filter “Active Is False". These are used for processing times, which is the difference between the day a ticket was opened to the day it was closed. Averages for the same request types that were closed within a week are then used to give the overall processing time for that branch within the week.

This implies that the specialist checked the box to signify that they have alerted the customer that they received the task. Can be found by using the filter Notified Customer is False, and this would be more relevant for tasks open more than 2 business days, as 2 business days is the requirement that specialists must notify them in. This is used for calculating Response Times, which the difference between the day the ticket was opened and the day the specialist checked the box. Note, if the box has not been checked the ticket status is closed, the closed date is used versus the notified customer date.

Below is an image of where the filters are located to access being able to export that information.

To access your ServiceNOW (if your account was created) save this link to your prefered browsers favorites to follow along (Click Here)

If you were to manually export the data needed for reports you would use the filters by clicking the funnel symbol and selecting conditions to download all tickets for this fiscal year (21) and all tickets for the last fiscal years (2020 and 2019) since there are still some tickets being processed remaining. You would use the filter one at a time for each fiscal year. The report is exported every Wednesday 12:00 am. Use the following conditions to manually export the data are as follows:

Fiscal Year 2021

If all of the condition have been entered into the filters correctly the image of your filter would look similar to the image below.

Repeat using the filters with these conditions to get results for the other fiscal years and save these excel exports on your desktop in a folder titled "Practice_DataExports".

Fiscal Year 2020 Fiscal Year 2019

If there are filters you need to use recurringly, save time by creating a favorite. After inputting the conditions for your filters and selecting run, select the three lined bars by Request Status on the top to choose Create Favorites. Name your favorite, and the preselected filter will now be located on the left side under your favorites bookmarked under a star. Now proceed to the Excel lesson in how to manipulate the data once it has exported from ServiceNow as an Excel sheet. You will use the data you exported from this lesson.