Reports shows how long ticket stays in each group ?

[Malek Haddadin]

Hello , 

I need a report that shows each ticket how long stays in each group the ( group assignment and how long stays in group ) ? 

thanks 

[Deepak Ingale1]

Hello,

We can achieve this by using OOB metric configured on Assignment group field of incident table.

https://docs.servicenow.com/bundle/geneva-performance-analytics-and-reporting/page/use/advanced_repo...

There exists OOB database view "incident_metric" which joins incident, metric_instance and metric_definition table. If you report on it, it should give you the data what you are looking for.

incident_metric

Join incident to metric definition to metric instance creating a view that can be reported on for things like: Incidents that were resolved on the first call by category

Incident Metric

https://docs.servicenow.com/bundle/geneva-performance-analytics-and-reporting/page/use/advanced_repo...

Note: Please mark reply as correct / helpful if it has answered your question

[AbdulAzeez]

OOB there is Metric Table for Incidents there is Incident_Metric table you can pull a report on it as shown below, in the duration you will get how much the ticket is asssigned to specific Assignment group