Hi @Niharika Anand ,
In ServiceNow to track changes in incident states and assignment groups we can use metrics. Metrics allow you to record and analyze changes in data over the time without manually querying historical records.
In your scenario you need to create 2 metric definitions-
1. On state changes
2. On assignment group changes
Below is the process to set up metrics in ServiceNow to track incident activity, specifically state changes and assignment group changes:
1. Create Metric Definitions
- Navigate to Metric Definitions: Go to System Definition > Metrics.
- Create New Metric Definition: Click on New and fill out the form:
- Name: Assignment Group
- Table: Choose Incident.
- Field: assignment_group.
- Type: Field value duration. (Script calculation - in case you have to compute some value)
- Repeat: Create a metric definition for state field as well similar to the above
Once your definitions are in place, ServiceNow automatically creates metric instances each time the defined conditions are met, the created date timestamp can be used to track the change time.
For e.g. create an incident and change the assignment groups 2-3 times and check the metric definition and in the related list(metric instances) you will be able to see the changes being recorded.
Note: Metric instance will be present in the related list of the metric definition.
3. Report on Metrics
To create reports using these metrics:
- Go to Reports > View/Run.
- Create a New Report:
- Type of Report: Choose the type you need, such as a list, etc.
Filters: Apply any necessary filters to narrow down the incidents or time frame.
Run the report and save it.
Create similar report for State as well.
You can also refer to - https://www.servicenow.com/community/developer-articles/servicenow-introduction-to-metric-instance-s...
If my response has resolved your query, please consider giving it a thumbs up and marking it as the correct answer!
Thanks & Regards,
Sanjay Kumar
