Report on if an Assignment Group moved an incident from one state to another

[steveturley]

Hi.

I have the following reporting requirement. If a particular Assignment Group moved an incident ticket from 'new' to 'active'.

Ideally, I'm after a list of all incidents that the above applies to. Not sure where to begin with it! Any advice appreciated.

Thanks!

[Tony Chatfield1 · Accepted solution]

Hi, OOB Servicenow does not track this type of data for you and while it is available in its  audit\history tables, it is not best practice to use these tables for reporting as this could impact your instances performance.

Options would be
A 'Metric' Metrics (servicenow.com)

An OLA/SLA Service Level Agreement (SLA) definition (servicenow.com)
A custom field on your incident table that you would populate with a before Business rule, populating a value when X conditions are met.

If you need to be able to report on historical data the approach would be to configure a solution.
Then outside of core business hours, run a fix or background script on audit\history data. as a 1 off occurrence, to create\populate legacy records - but I would not do this for SLA\OLA, as the SLA\OLA did not exist previously and so measuring compliance against the milestone would not be appropriate.

[AndersBGS]

Hi @steveturley ,

Would  suggest to report based on a metric definition, as you're asking to report on a change in state.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders