1st Assignment Group <> Resolved by Assignment where Assigned Back Count < 2

b__KieronJ
Tera Contributor

‎08-13-2025 04:53 AM

Hi Everyone,

 

I have been tasked to create a report to display incidents with the following scenario:
Service Desk is the Originator group and logs a ticket to Assignment Group "A". 
Assignment Group "A" assigns the ticket back to Service Desk with the reason "Wrong Routing".
Service Desk then assigns the ticket to Assignment Group "B", Assignment Group "B" then assigns the ticket to Assignment Group "A" and Assignment Group "A" then resolves the ticket.

The point of this report is to show how many tickets did the ServiceDesk assign correctly initially.

I saw a few articles mentioning to make use of metrics but have no idea how it would work with my scenario. Any ideas would be much appreciated!

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Rafael Batistot
Tera Sage

2 weeks ago

Hi @b__KieronJ 

 

ServiceNow doesn’t keep “assignment history” directly in the incident table — instead, it’s in the Task SLA / Task Activity / sys_journal_field or more directly the sys_audit (audit history) or the Task→Assignment Group updates.

 

This is an article that show how can you get the assignment group historical.

 

May you use as a model for your report 

 

https://www.servicenow.com/community/performance-analytics-blog/how-to-create-a-historical-report-ba...

 

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