Metric to get first assignment group for an Incident

[sbhayani]

Hello Experts,

I am looking for a report which can tell me the first assignment group the IM was assigned to. I am fairly new to service now scripting, and need some help in building a metric.

[Harsh Vardhan]

Hi Sagar,

Kindly refer the thread below.

Report on group assignation

if it does not help , then is it ok to create custom field on incident able to store the first assignment group to that field.

eg: if ticket has created and it has assigned to that specific group "ABC" then it will instantly save to your custom field and then if you change to other it will not reflect the changes in your custom field. in-short it will capture your first assignment group name only.

Let me know if you need any further help..

[EashVerma]

Hello Sagar,

Out of the box, there is a Metric Definition "Assignment Group" that create a new Metric Instance record each time the assignment group changes, and calculates the duration for which the task record stayed with that assignment group. You will be able to sort the records to figure out the first time the task was assigned to a group.

[jasonedwards]

When I group by ID which is Incident Number in our case is it then possible to order ascending / descending by the group by value e.g.

INC1(2)

INC2 (1)

INC3 (4)

INC4 (3)

would be like below

INC2 (1)

INC1(2)

INC4 (3)

INC3 (4)