ServiceNow Reports (Classic UI): See Open Incidents by State

You can create and modify a report that shows you a pie chart of the total number of active incidents in your assignment group(s), grouped by Incident State (Work in Progress, Pending Specialist, etc.).

In this article:

Running and making a copy of the report

  1. Click View / Run under Reports in the Application Navigator menu on the left. A list of available reports in ServiceNow loads, depending on your access privileges.
    Application navigator with arrow pointing to View / Run option in Reports section.
  2. Make sure Global or All is selected as a filter at the top of the Reports screen.
    A screenshot showing the location of the  All Reports button at the top of the reports screen
  3. Search for Open Incidents by Incident State (My Groups) - Template.
  4. Click the name of the report in the list to run it.
  5. Make a Copy of the report before modifying it.

Modifying the report

You will likely want to make modifications to this report in order to make it useful to you. Some common changes are outlined below.

Removing resolved Incidents

Resolved Incidents are technically still Active in ServiceNow until they are Closed. ServiceNow closes Incidents 7 days after it has been put into a Resolved state. To remove Resolved Incidents from the report:

  1. Click Add Filter Condition.
    A screenshot showing the Add Filter Condition button's location on the report screen
  2. In the new filter box use the dropdown menus to select the field name Incident State, change the filter operator to is not, and for criteria select Resolved.
    A filter showing the criteria of Incident State is not Resolved

Changing or updating the Assignment Group

If you belong to more than one Assignment Group and want to only see results for one assignment group:

  1. Find the Assignment Group filter.
  2. Either type to get predictive text and choose from a list or use the Search Box to find and populate the desired Assignment Group.
    A screenshot showing a list of Assignment Groups in the filter area
  3. To get the report with these changes click Run.

Changing the report type

When making reports in ServiceNow, often the default type of bar, pie chart, or list will meet your needs. Sometimes, however, it does not and you may need a different type in order to better visualize or obtain full information.

Running and saving the report

  1. Once you've modified your criteria, click Run to run your report and make sure that it contains the information that you want it to have.
  2. Save and Schedule your Report so you can use it again in the future.