how to generate reports on incidents reassignments

purushothamyb
Mega Contributor

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.

1 ACCEPTED SOLUTION

Padmanabam Tiru
ServiceNow Employee
ServiceNow Employee

Incident metrics.pngHI 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.


View solution in original post

5 REPLIES 5

SURU1
Kilo Contributor

Were you able to pull out the reassignment count reports? Actually i also have perform the same activity but need some idea on it.