How to report on Incident Metrics to get a count of tickets moving from a first group to another

[SS1510]

Hi everyone,

I am trying to build a report that shows a count of incidents that were initially assigned to a specific group (e.g., our Service Desk) and see exactly which assignment groups they were moved to next.

I am using the incident_metric table with the Assignment Group definition, but I am running into a roadblock because of how the view displays data. The view maps live incident fields back to all historical metric rows. Because of this, fields like Reassignment count and Assignment group show the current live state of the incident across all historical rows, rather than the state at the time the metric instance was captured.

I have gone ahead and implemented the custom field on the Incident table (u_first_assigned_group) along with a Business Rule to stamp it moving forward.

However, this only fixes new incidents. All of my existing historical records now have this field left blank.

Does anyone has any idea how can i achieve this

Thank you!

[Mark Manders]

You could use the metrics results to script from. Get the first record for each incident and map the correct assignment group to your custom field.