need to create report based on tickets assigned from one group to another group

Vani14 · ‎11-21-2023

AnveshKumar M · ‎11-21-2023

The best approach for this is using a metric created on the table for the assignment group field. You can query the metric instances and find if the assignment group is changed for the table or not if changed you can find the old value instance and new value instance. (some scripting is needed). We recently did this similar kind of solution.

Please let me know your full requirement like on which table and from which group to which group so that I can try help you with more detailed answer.

Please mark my answer helpful and accept as a solution if it helped 👍✅

Thanks,
Anvesh

Vani14 · ‎11-22-2023

@AnveshKumar M
We need to create in incident table and check the incidents how many groups have been assigned.

Rampriya-S · ‎11-21-2023

Hi @Vani14

This video will walk you through the process of generating a report utilizing a specific metric.

https://youtu.be/NHL1ckMKiEg?si=HSqgSebORFMp6RX3

Best,
Rampriya S

Tai Vu · ‎11-21-2023

Hi @Vani14

There's OOTB Metric Definition in the Incident table, which is capturing the information (Duration, Value, etc.) when the Assignment group changes. You can refer to it to have your own one.

Find below.

Name: Assignment Group

URL: https://<instance_name>.com/metric_definition.do?sys_id=39d43745c0a808ae0062603b77018b90

The Metric Instance data only generates after the Metric Definition created. So if you'd like to collect the data in the past, you can query to the Sys Audits [sys_audit] table and collect the data from there.

Cheers,

Tai Vu