how to generate reports on incidents reassignments

[purushothamyb]

I have a story to generate a report on incidents reassignments .i,e when ever the incidents is reassigned to some group or the number of times it was assigned to other groups.and which group was it assigned previously .can any one suggest.

[shloke04]

Hi,

There is an OOB metric available named "Assignment Group" defined in the table "metric_definition" which keeps track of the changes required for your scenario. You can create a report on the "metric_definition" table and modify it accordingly.

[Raghu47]

Hi Shloke,

I want to know on how to create a report out of 'metric_definition' tabel...can you please help/guide me?

Thansk,

Raghavendra

[Padmanabam Tiru · Accepted solution]

HI Purushotham, In Incident table there is a field called as Reassignment Count which you can use for reporting to find all reassigned incidents. There is also an OOTB metric in Performance analytics related to this named as 'Number of reassigned open incidents'. Inorder to find to which all Assignment Groups the incident is reassigned, there is a data base view for incidents called as incident_metric which was created using Incident, metric_instance and metric_definition tables. This DB view will have all entries related to all changes done to Assignment Group for a particualr incident when we group by Incident Number. Please see below capture for reference where Assignment group changes related to two incidents are shown.

[Test-RAJM]

I got it, but how to add this list into the dashboard and also I want to make sure to show the Incidents opened by the specific caller