Need report of incident ever assigned to a group

[sapna_sagar]

Hi Expert,

I need a report of incident assigned to a particular group ever (Means if support a incident is asigned to BAC group but now it is assigned to ABC so i want this ticket too in report because It was assigned to BAC at some point of time.)

I tried by Keyword search but It giving some incident in which BAC group is available and even some incident in which it is not available so it is not working correctly. Any other idea??

[Sakshi14]

Hey Sapna,

I know this response is delayed, but it still might help others looking for a similar report.

To achieve this, you'd need to use metrics. There is on OOB metric definition called 'Assignment Group' that creates a new metric instance each time the incident's assignment group changes. So if you create a report on the metric_instance table and filter based on 'definition = assignment group', you'll be able to see all the incidents for all assignment groups. To make this report for a specific assignment group, you can further filter on the 'value = <assignment group name'. Moreover the metric also tracks the duration for which the ticket was with a particular assignment group, so you can also calculate the average time spent by your group on a particular incident.

Thanks

Sakshi

P.S.: please mark helpful/correct based on impact.

[Shweta42]

Hello Sapna,

As per your previous answer, can we also fetch the Severity of all incidents under metric_instance table

Thanks,

Shweta

[Adam28]

I am new to Service Now and the reporting so forgive me, but I cannot see a 'metric_instance' table in the table list, nor do I see 'sys_history_line'.

Has this perhaps changed since the answer was provided? Or perhaps I don't have the right permissions to see the metric?

[Shweta42]

Hello Sakshi,

As per your previous answer, can we fetch "Severity" of Incidents under "metric_instance" table?

Please help me in this.

Thanks,

Shweta

[Sakshi14]

Hey Shweta,

The metric_instance table essentially tracks the field defined in the metric_definition. So let's say you want to track the state of an incident - now each time the state changes, an entry would be created in the metric_instance table and it would capture the start time, end time, duration etc for that state. This would allow you to figure out the time ticket stayed in each state.

If you want to make a report that says Average time for resolution and show it priority-wise, you'd need to 'join' the incident and the metric_instance table by creating a database view. (you can use ID as the foreign key to join).

Hope this helps! Let me know if you'd need more inputs/are looking for something else.

Thanks
Sakshi