Incident Reassignment history and details flow

[jackps]

Hi,

I want to create a new flow that will:
1. When an incident record being "Reassign" more than 3 times, it will retrieve all the reassignment history details as below to a Custom Table (Reassigned Details).

A Reassignment Date,

B Time,

C Reassigned from group,

D Reassigned from user,

E Reassigned to group

F Reassigned to User

G Incident number

2. Send an email to Team Leaders with the following contents

- Incident Number (HyperLink to Reassigned Details table filtered with only this INC number)

Here are the questions I have:

- Which table contains the Reassignment history details of Incident record (INC, reassignment Date, Time, From group, From User...)?

- From the Flow Designer, which spoke should I use to accomplish this?

Thanks
JC

[Filipe Cruz]

Hi @jackps ,

There is no table with reassignment history.
You need to build a table by yourself, populate it with a business rule every time the assignment group changes and then build a flow to look to the table, count the reassignment per incident and if the number is greated than 3, sends out a notification.

Please, don't forget to mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

Best Regards,

Filipe Cruz

[James Chun]

Hi @jackps,

Does 'reassign' refer to the assignment group, assigned to, or both?

There is an OOB field called 'Reassignment count' which counts the reassignment of the assignment group field.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0759139

If this is what you are after, you can use this as the trigger for the email notification.

There is no OOB table that contains the reassignment history (other than the [sys_audit] table but it's not recommended to query directly from here due to performance issues) and I don't recommend creating a custom table as you can find the information from other places.

The agents can view the history of an incident record by going through History > List from the contextual menu. This would show you all the changes of the incident record including the assignment group and the assignment to fields. 

So, why don't you simplify it by adding a link to the incident record and the user can view the history by opening it within the platform?

If you must include the details in the notification, instead of going through the [sys_audit] table, you can create Metric definitions to track the changes in the assignment group and the assigned to fields. And within your email script, you can query the metric records to find the data you need.

Lastly, I don't think there is an OOB Spoke for this.

Cheers