How to create a report on Assignment Group Changes (Reassignment)?

[The Matrix]

Hi All,

How do I create a Report on Assignment Group Changes (Reassignment) on a Custom Table which is extended from Case (sn_customerservice_case) table. In a Report I need Reassignment Count, Previous Assignment Group, Current Assignment Group and Duration with all the assignment group. How do I achieve this? 

[Omkar Mone]

Hello,

You will have to create the required fields newly on your case extended table and then create a report on it. There is some chance of using an Audit table, but I would not suggest you do it as its Audit and will have large performance impact.

Alternatively, also follow this link for any other ideas if you want - https://www.servicenow.com/community/performance-analytics-blog/how-to-create-a-historical-report-ba...

[Najmuddin Mohd]

Hi @The Matrix ,

If you want that feature from now, then you can create Metic definition on the Custom table and filed Assignment group.
And, run a report on it. It calculates the previous assignment group, present group and what was time of each group.

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

[AndersBGS]

Hi @The Matrix ,

 metric definition would be the way to go to achieve what you need.

If my answer has helped with your question, please mark my answer as accepted solution and give s thumb up.

Best regards

 Anders