How to track reassignment of groups?

[Reddy4811]

Hello All,

is it possible to track the reassignment of groups multiple times?

For example, an incident is assigned to Group A, the user of group A assigned to Group B, the user of group B assigned to Group C and it goes on, I need to track if the incident is assigned to Group B and which user reassigned to Group C without checking the incident activities.

How can I achieve it?

Note: It's just for tracking purposes to know which team member is assigning incidents to different groups.which were assigned to our group

Thanks,

Reddy481.

[Jaspal Singh]

You can check for metric reporting that has OOB metric available for Assignment Group & Assigned To.

1. Create a report on Incident Metric table

2. Apply filter as below. You can apply additional fiter to look for one incident record & then try to understand the behaviour of metric.

[Reddy4811]

Thank you for your response Jaspal.

Let's say I have a team of 6 members who are working on incidents and my group name is B.

INC123 assigned to Group A and the user of the group Assigned to my group that is B, my team member assumed that incident is not related to our group and reassigned to group C.

It happened with a few incidents, I want to know what all the incidents hit our group and reassigned to another group C or D whatever it was.

Need a list of incidents which were assigned to my group B, doesn't matter current assignment group.

Please assist with this.

Thanks

Reddy481

[Jaspal Singh]

Thanks for the detailed explanation. All you need it to create report as above & then filter for Group name accordingly.

For understanding apply the filter as Number is INC0001 or something that you know had multiple assignment groups changed for a check. Once you get an understanding then you can apply appropriate filter in combination of filter above in the screenshot.

[Reddy4811]

Hello Jaspal,

Thank you for the reply.

Can you please show how exactly we can do? I am new to this reports stuff.

If the incidents are forwarded to another group from my group, i want to know which group it got transferred.

Please help me with this requirement.

Appreciate your quick help.

Thanks,

Reddy