Date/Time of INC Assignment and State Change

[ken_b]

How do you  create a report/metric showing the date and time an INC is first assigned to a technician.  Also, to included date and time when the State field has been changed from New to any other State.

[shloke]

Hi,

There are OOB Metric Definition available which captures the data youa re looking after. For more detail if you Navigate to "Metrics" Application Menu. Under this menu click on "Definitions" module  and give the Filter as Table is "Incident" as shown below:

Now if you open the definition with Name as "Assigned to Duration" you will be able to see all the data related to Incident Table on when the ticket was first assigned or when ever the Assigned to of the ticket got changed. So on the same for there is an related list called "Metrics" on which you need to run your report on. 

For example I have created a Incident "INC0010030" and have first assigned it to User "Aileen Mottern (Product Owner)". so In Order to track this create a Report on Metrics(metric_instance) table. Then select the type of Report as "List".

Select the columns as shown below in the report:

Give the Filter COndition as listed below:

Table is incident AND Definition is "Assigned to Duration". Final Report looks like below:

So if you see the above report, it gives me the Start Date/Time(refer to the start column in the report) when this ticket was first assigned to a user. Now if the ticket got assigned to some other user, Run this report again and this would give you the End Time and Duration as well till what time this Incident was assigned to that particular User as shown below:

Make sure to group your Report by ID Field. Similarly for your other requirement you can use the OOB Metric Definition "Incident State Duration" and run a  report similar to what is explained above. Report would look like this as shown:

Hope this help. Please mark the answer as helpful/correct based on impact.

Regards,

Shloke

[shloke04]

Hi,

There are OOB Metric Definition available which captures the data youa re looking after. For more detail if you Navigate to "Metrics" Application Menu. Under this menu click on "Definitions" module  and give the Filter as Table is "Incident" as shown below:

Now if you open the definition with Name as "Assigned to Duration" you will be able to see all the data related to Incident Table on when the ticket was first assigned or when ever the Assigned to of the ticket got changed. So on the same for there is an related list called "Metrics" on which you need to run your report on. 

For example I have created a Incident "INC0010030" and have first assigned it to User "Aileen Mottern (Product Owner)". so In Order to track this create a Report on Metrics(metric_instance) table. Then select the type of Report as "List".

Select the columns as shown below in the report:

Give the Filter COndition as listed below:

Table is incident AND Definition is "Assigned to Duration". Final Report looks like below:

So if you see the above report, it gives me the Start Date/Time(refer to the start column in the report) when this ticket was first assigned to a user. Now if the ticket got assigned to some other user, Run this report again and this would give you the End Time and Duration as well till what time this Incident was assigned to that particular User as shown below:

Make sure to group your Report by ID Field. Similarly for your other requirement you can use the OOB Metric Definition "Incident State Duration" and run a  report similar to what is explained above. Report would look like this as shown:

Hope this help. Please mark the answer as helpful/correct based on impact.

Regards,

Shloke

[Ct111]

Hi ,

Check this out

https://community.servicenow.com/community?id=community_blog&sys_id=d5a6e5a3db14334854250b55ca96190a

Hope this helps

Mark my ANSWER as CORRECT n also HELPFUL if it helped.