How to retrieve the History of work items in Service Manger
Good morning all;
I'm working on creating a set of management reports for my director. I have been made aware of the DWDatamart DB and it has provided a lot. However I cannot find a means to query the History Tab of a given work item. The business would like to see a number of metrics from here such as Incidents that have had their priority level increase over time or Service requests that have been bounced from one person to another.
My googling around suggests that this is not an out-of-the-box solution. I would like to capture the work items history in the DW but I am unsure how to go about doing that.
As a note, I am a Business Intelligence Analyst and have very little experience with Service Manager. I am more than happy to dive into SQL but if this requires making configuration changes to SM then I may need some basic instructions.
Thanks in advance.