How to show the date of a ticket that is assigned to various assignment groups?

[Kathrina Yvonne]

I need to create a report that shows tickets that were resolved, as well as the dates they were re-assigned to another group (in case they are reassigned). In case a certain ticket is reassigned, it should show 2 tickets, with each ticket having different assignment groups. If it's been reassigned 3 times, then it should show 3 tickets, and so on. How can I do this? Thanks a lot to those who'll help!

For example: Ticket 1 - assigned to group 1 on Monday

                      Ticket 1 - assigned to group 2 on Tuesday

                      Ticker 1 - assigned to group 3 on Wednesday

Report: Ticket 1 - Group 1 - January 1, 2022

             Ticket 1 - Group 2 - January 2, 2022

             Ticket 1 - Group 3 - January 3, 2022

[Barbara Przygod]

Hi ShannaH,

There's no such field in the Incident table in the OOTB setup.

I believe it would be extremely tricky to add such fields to the Incident table, since an Incident can be reassigned multiple times. The only customization I saw in a few ServiceNow instances was the "Last Assignment Date" field, and I feel like most probably it would answer your need to search how much time the Incident that is not solved yet has been with the current Assignment Group.

If your ServiceNow instance doesn't have such field (it doesn't need to be named the same way, since it's a customized one), the easiest way to see all of the reassignments is using the Metric Definition "Assignment Group".

It measures the time an Incident was assigned to a particular Group and will display all of the Assignment Groups for a given Incident (present in "ID" column).

You can build a Report based on metric_instance table, with the following conditions: Table = incident, Definition = Assignment Group. Group by ID (= Incident) and make appear the column Value - it will store the Assignment Group name.

An Incident assigned 4 times (even between 2 same Groups) will be shown as 4 records in such Report. The Metric tracks each iteration.

If you would need to check only on the Incidents that haven't been solved yet by the Team, add "Calculation complete" = FALSE to your Report. That way you will display only aging tickets.

[Barbara Przygod]

@Kathrina Yvonne Cruz 

The easiest way to see all of the iterations is using the Metric Definition "Assignment Group".

It measures the time an Incident was assigned to a particular Group and will display all of the Assignment Groups for a given Incident (present in "ID" column).

You can build a Report based on metric_instance table, with the following conditions: Table = incident, Definition = Assignment Group. Group by ID (= Incident) and make appear the column Value - it will store the Assignment Group name.

An Incident assigned 4 times (even between 2 same Groups) will be shown as 4 records in such Report. The Metric tracks each iteration.