capture the reassignmnet count, meaning how many times a TASK has been reassigned ( only Assignmnet group).

[swarnargha]

Could you please check why reassignmnet count, or how I could capture the reassignmnet count, meaning how many times a TASK has been reassigned ( only Assignmnet group

For example i have a task TASK038790, the re-assignment count is coming as 12 but i can see it was handled by 1 group. Explain why? and how to generate the report.

[amaradiswamy]

Hi Ghosh,

As per the OOTB, the reassignment count will be incremented by 1 whenver assignmnet group was changed for a particular ticket. Please check the activity log to see how many times the assignment group was chnaged for that particular task and check the script "Reassignment counter" if any customisations were incorporated.

Thanks and regards,

Swamy

[zica]

Ghosh,

You can also just check the activities filtered and see how many times the assignment group for this particular task has been changed.

If you do not have the info, right click on the activities filtered >> configure activities and bring up the assignment group field.

[Chuck Tomasi]

Hi,

Reassignment count is counting the number of times the the assigned to field has changed. It does not check the assignment group, although logically, if the assignment group changes, the assigned to normally does also.

If you want to track the assignment group changes and report on that, you can either set up metrics, or you can create you your own Group Reassignment Count on the task table and maintain it with a business rule similar to the OOB one that maintains assignment count.

https://YOURINSTANCE.service-now.com/nav_to.do?uri=sys_script.do?sys_id=226f34420a04bf070072e884fd29...

Metric Definition Support - ServiceNow Wiki

[Eric K3]

Actually, Mr. Tomasi, the oob reassignment counter BR in both Fuji and Helsinki is conditioned on the assignment_group field, not assigned_to:

So I will assume what you said still applies, just in reverse?: If we want to increment the reassignment_count field when the assigned_to field changes (because often the assignment group will stay the same), we can create a new BR on Task with Condition:   "current.assigned_to.changes()"?