Need assistant with report
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2 hours ago - last edited 2 hours ago
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?
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an hour ago
If you have Platform Analytics or Performance Analytics, you can use below approach
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
If this helped to answer your query, please mark it helpful & accept the solution.
Thanks,
Bhuvan
