Display Assignment Group and Last Assignment group in Reports

[Catalin Geapana]

Hello,

Recently the client asked for a new Report on tickets, they want to see the current Assignment group and if the group changes both current Assignment group and previous Assignment group.

I already tried with Incident metrics, but it only displays when the Assignment group changes, not in what is changed. I Also tried with a Business Rule but it returns the sys_id of the previous group, not the Label.

Any ideeas on this matter?

Thnaks in advance!

[Sujatha V M]

@Catalin Geapana  We faced the similar issue to generate a report with the below fields and was not able to achieve it using existing metric definition and approached ServiceNow using the support case. 

- Previous Assignment Group

- Current Assignment Group

- Who transferred the ticket

They responded back stating, its not possible via Incident Metric table as table is majorly used for checking which definition the incident is and for how much duration. However we can show the values for each incident separately via a list report. 

The only way to show Previous and Current assignment groups will be through the "sys_audit" table but it is not recommended from ServiceNow as it will slow down the whole report and will take a lot of time to load.

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.