Need assistant with report

[surajchacherkar]

I need to generate a report to track assignment group hops (transfers) in Incidents.

Details:

We want to count how many times incidents are moved between different categories of assignment groups.

Specifically, we need:

1. MSP → MSP: Incident reassigned from one MSP group to another MSP group (both names start with "MSP").

2. MSP → Non MSO: Incident reassigned from an MSP group (name starts with "MSP") to an NON MSP group (name does not starts with "MSP").

3. NON MSP → MSP: Incident reassigned from an Non MSP group to an MSP group.

Challenges I’m facing:

In metric_instance, I only see the current value (value, string_value), but not the old value, so I can’t directly compare sequential changes.

Question:

👉What is the best way to implement this requirement in ServiceNow?

Can this be achieved reliably with a Database View and Report?

Or do I need to use a Script / Scheduled Job to calculate sequential hops (old vs new assignment group) and store them in a custom table for reporting?

Any best practice for hop count reporting (MSP ↔ Non MSP) in incidents?

[Bhuvan]

@surajchacherkar 

If you have Platform Analytics or Performance Analytics, you can use below approach

https://www.servicenow.com/community/platform-analytics-articles/measuring-incident-reassignments-to...

If you want old value and new value in the same record, you can try below approach and create report or dashboard as per your requirements

https://www.servicenow.com/community/itsm-forum/track-assignment-group-changes-with-metric-definitio...

https://www.servicenow.com/community/performance-analytics-blog/how-to-create-a-historical-report-ba...

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Ankur Bawiskar]

@surajchacherkar 

links shared by @Bhuvan  should help you get started.

If my response helped please mark it correct and close the thread so that it benefits future readers.