Is there a way to provide a list of Assignment Group and Assigned date from the Incident?

[MWright1]

We have been switching assignment groups as necessary in our Incident records and would like to know if there is a way to know when the incident was assigned to which group in a table format with the following columns.

1. Incident Number
2. Assignment Group
3. Assigned Date

We currently do not use the SLA Breakdown application.

Thanks,

M

[AndersBGS · Accepted solution]

Hi @MWright1 ,

Yes, you can leverage the incident_metric database view:

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[AndersBGS · Accepted solution]

Hi @MWright1 ,

Yes, you can leverage the incident_metric database view:

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[Bert_c1]

Hi,

You may try the following link in your instance.

https://[instance_name].service-now.com/incident_metric_list.do?sysparm_query=mi_definition%3D39d437...

The '39d43745c0a808ae0062603b77018b90' is the sys_id value of the record in the metric_definition table for "Assignment Group".

I'm no expert on the Metrics feature, but there is OOB functionality in my PDI that has those records, and tracks duration.

[MWright1]

Thank you both.  I have another question related to this:

Is there any way to combine this with the incident table to produce the following report :

1. Incident number
2. Opened
3. Assignment Date
4. Assignment Group
5. Updated
6. Caller
7. Short Description

I tried to go via the Incident table in the report but I can't find the incident_metric table to dot-walk.  I also tried via the incident_metric table but I can't dot walk to the Incident table either.  Is this doable?

[AndersBGS · Accepted solution]

Hi @MWright1 ,

There is no dot-walk from incident table to incident_metric, due to it's not a reference but a database view. You should instead utilize the incident_metric as reporting table, and then add below columns:

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders