how to create report ?

[Community Alums]

hi all,

Looking for functionality  that will allow me to measure assignment group lifespan per incident ticket or amount of time taken before the incident ticket is assigned to another work group

Report will be needed to determine amount of time spent by a work group on each ticket before it is escalated/transferred to another assignment group.

Thanks

[Jaspal Singh]

Hi Pavithra,

There happens to be something available OOB that will fit your use case. Check link which has steps as well.

[AndersBGS]

Hi @Community Alums ,

You can either look into SLA breakdown by assignment group or incident metric definition. If you can explain in some deeper details about your requirement, it will be much easier to help you.

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

Best regards

Anders 

[Sandeep _1]

Please follow this link : Getting started with reports (servicenow.com)

All types of reports are available in this link.

[sumanta pal]

Sure, you can achieve this by creating a custom field to track the time spent by each assignment group on an incident before it is transferred to another group. Here are the steps:

1. Create a custom DateTime field in the Incident table to capture the time when an incident is assigned to a group.

2. Create a Business Rule that triggers when the 'Assignment group' field is updated. This rule should do the following:
- Calculate the difference between the current time and the time stored in the custom DateTime field.
- Add this time to a custom 'Time spent' field (you may need to create this field as well).
- Update the custom DateTime field with the current time.

3. Create a second Business Rule that triggers when the incident is closed. This rule should calculate the time spent by the last assignment group in the same way as the first Business Rule.

4. To generate a report, you can use the 'Time spent' field to determine the amount of time spent by each assignment group on an incident.

Here is a sample code for the Business Rule:

javascript
(function executeRule(current, previous /*null when async*/) {

// Check if the assignment group has changed
if (current.assignment_group != previous.assignment_group) {
var timeSpent;

// Check if the custom DateTime field (e.g., 'assignment_start_time') is not empty
if (current.assignment_start_time != '') {
// Calculate the time spent by the previous assignment group
timeSpent = gs.dateDiff(current.assignment_start_time.getDisplayValue(), gs.nowDateTime(), true);

// Add the time spent to the 'Time spent' field
current.time_spent = timeSpent;
}

// Update the 'assignment_start_time' field with the current time
current.assignment_start_time = gs.nowDateTime();
}

})(current, previous);

Remember to replace 'assignment_start_time' and 'time_spent' with the actual names of your custom fields.

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