Generate Report for Incidents handled or touched by your team even after reassignment in ServiceNow

[Servicenow lear]

hello All ,

We are looking for a way to report on how many tickets RITM, INC did pass through our service desk. 

Any suggestion or solution will be realy helpful

[Swapna Abburi]

Hi @Servicenow lear 

You can use "incident_metric" table to get a report of incidents that were assigned to Service Desk groups.

We don't have such metric definition available for RITM assignment group OOTB. You can check in your instance if a metric definition for assignment group field change configured for RITM by any of your admins already. If not, you can create one for RITMs as well.

[Servicenow lear]

Thanks ,

would you be able to guide what are we captruing in metric definitions for ritm and inc ? 

[AndersBGS]

Hi @Servicenow lear ,

As @Swapna Abburi correctly have mentioned, metric definition would be the way to go unless you will create a custom field and custom logic to hold data when touched by Service Desk. I though wouldn't recommend the last option as metric definition should be enough.