How to determine the first assignment group of the ticket

Codi · ‎02-12-2024

Hi

May I ask if it is possible to get the record of the First assignment group of the ticket and put it to a created column?

Thanks in advance.

Dr Atul G- LNG · ‎02-12-2024

Hi @Codi

You can use the Metrics table to see the first assignment group of any record.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

Sonam_Tiwari · ‎02-12-2024

As soon as the ticket is created, you can copy over the value to your created column or newly created tickets, it will stay there, and the further reassignments won't matter.

It also audited, so you should be able to find it in journal entries for existing ones

Consider indicating the response as helpful and marking it as correct if it meets your needs.

Anubhav24 · ‎02-12-2024

Hi @Codi ,

You should check the table "metric_instance" there we have the values of each field for particular records.

Please mark helpful/correct if my response helped you

swathisarang98 · ‎02-12-2024

Hi @Codi ,

You can navigate to Filter Activity -> Configure available Field here you can add Assignment Group, once any changes are made to this field it will be captured in Notes section,

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang