Reports

[pragadeesh254]

I'm looking for a way to grab the "route" incidents have taken. This would be highlighting every time that an incident touches an assignment group, not just where it starts and ends but everything in between also. 

for example there is 10 assignment groups

At the moment this is being done manually on individual incidents by hiding all the work notes apart from the assignment groups. Ideally I'd like to be able pull this data into a report automatically for dozens of incidents at once for analysis.

[Najmuddin Mohd]

Hi @pragadeesh254 ,
There are two ways to achieve this.

One is OOB plugin 
SLA Breakdown by Assignment, where you can see the Assignment to and Assignment Group changes, where you get some OOB reports.
LINK: https://www.youtube.com/watch?v=eKLWsaEz3rs

Second is, you can create Metrics on Incident table and select the field Assignment group.
Whenever an Assignment group changes a record is created and has the duration of that. 
Now, you can run custom reports on it.

If the above information helps you, Kindly mark it as Helpful and Accept the solution.
Regards,
Najmuddin.

[pragadeesh254]

how can we achieve this on reports?

[Najmuddin Mohd]

Hi @pragadeesh254 ,
Easy way would to Navigate to metric_instance.LIST and select your Metric Definition.
And, from right of the columns, and select Bar chart or Pie Chart.

If the above information helps you, Kindly mark it as Helpful and Accept the solution.
Regards,
Najmuddin.

[SumanthDosapati]

@pragadeesh254  Metrics is the solution for you!

You can create a new metric definition(metric_definition) for Assignment group on Incident table.

Then you create a report on metric_instance table.

However remember that metrics cannot get the historic data. It starts working from the time you created it.

Also make sure to check if any existing metric definition for the same before you create a new one.

Regards,

Sumanth