Need help to build a report by Incident History.

[Community Alums]

I need to build a report on Incident history data. When I was looking at the "sys_audit" table, it was huge and when applied filters it was taking so much time and finally transaction failed.

One ticket worked by different assignment groups and their time stamps,.

Need best ideas to build something like the screen shot.

Thanks,

Rajini

[Uncle Rob · Accepted solution]

Go to your Metric Definitions Module

Check to see if "Assignment Group" on Incident table is active (it should be by default).

That'll have a related list showing you all the times an Assignment Group has changed, what date the change happened, and the user who made the transaction.

Assuming its active, you can also build a report on the "Incident Metrics" table (really a database view that's been created for this purpose since way back when).
Add a condition to a report on the Incident Metrics table where Definition = "Assignment Group" (but since there's possibly multiple, pick the one for the Incident table)

[Uncle Rob]

And remember to SMASH ALL THE THINGS

[AshwiniSawant]

Hello @Uncle Rob ,

We also have same kind of requirement -

1. We have our own module for Security Incidents and user want to calculate the below -

2. There is automation due to which tickets got assigned to robot and then team members get those ticket assigned to themselves (reassignment).

3. User want to fetch the data like which assignee have reassigned that ticket in how much time since its open. i'e update time of the ticket.

4. When we try to check data in audit history table, all required data is not visible , can you please help me why all the required data is not fetched at the same time. 

Thank you

[Uncle Rob]

I wouldn't track anything about update date.  If you're tracking how much time each assigned user held the task, then just run a metric definition on assigned_to.