Report on cases resolved on first assignment group

Marta G · 3 weeks ago

Hello All

i am trying to figure out how to create a report on the percentage of cases which have been resolved on the first assignment group.

Does anyone know where to start?

thanks

kaushal_snow · 3 weeks ago

Hi @Marta G ,

If your cases, whether in the Incident or Customer Service Management tables, include a reassignment count field.

>> For Incidents: Use the standard reassignment_count field.

>> For CSM Cases: Use reassignment_count in sn_customerservice_case.

Create a report that filters for: reassignment_count is 0 (State = Resolved (or whatever your resolved indicator is))

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

Thanks and Regards,
Kaushal Kumar Jha - ServiceNow Consultant - Lets connect on Linkedin: https://www.linkedin.com/in/kaushalkrjha/

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Mark Manders · 3 weeks ago

It depends what you already have in place. Do you already track the numbers? That would be a different start then if you have nothing.

Check if you can use reassignment count. OOB it is set to change on assignment_group changes, but I have a couple of clients that updated that to look at the assigned_to.

If you have that, you could utilize Performance Analytics (or, if you made the switch, Platform Analytics) to collect all closed Cases (you probably already do) and the closed Cases with reassignment count = 0. A formula indicator can do the math for you.

Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

Bhuvan · 3 weeks ago

@Marta G

When an incident is reassigned to a different group, a record is created in metric_instance table.

Create a report of list of incidents in 'incident' table with related conditions where 'number' do not exist in 'metric_instance' table using field 'assignment_group'

If this helped to answer your query, please accept the solution and close the thread.

Thanks,

Bhuvan

Ankur Bawiskar · 3 weeks ago

@Marta G

which table is this? incident or case?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Bhuvan · 3 weeks ago

@Marta G

For CSM module, you can calculate assignment group reassignment with field 'reassignment_count'

in 'sn_customerservice_case' table. This is the BR from task table applicable to case,

For agent reassignment count, you can check field 'agent_reassignment_count' in table 'sn_customerservice_case_report'. Below is the BR on Case table

You can use report on table 'sn_customerservice_case' where 'reassignment_count' is 0.

If this helped to answer your query, please accept the solution and close the thread.

Thanks,

Bhuvan