ServiceNow Reports

[SathishKumarD]

Need to generate the report on AYS based on assignment groups and reassignment groups on how much time spent an the tickets and count of tickets.

Example below: Incident On From Assignment Group To Assignment Group Duration 1-Jun GroupA GroupB 20 minutes, 2-Jun GroupB GroupA 10 minutes 3-Jun GroupA GroupC 30 minutes 4-Jun GroupC GroupA 15 minutes 5-Jun GroupA GroupC 10 minutes

Here now, need to get the report recommended in any type of chart like Assignment group GroupA count of tickets should be 3 and duration 60 minutes (or) 1 hour, Assignment group GroupB count of tickets should be 1 and duration 10 minutes, Assignment group GroupC count of tickets should be 1 and duration 15 minutes.

[Sujatha V M]

Seems to be a duplicate post : https://www.servicenow.com/community/developer-forum/servicenow-reports/td-p/2968056

@SathishKumarD  Did you try to check on the metric definitions in the OOB.  

For eg, Below sample incident, provides the duration details of how long the ticket was with that group. 

Using the above definition, you will be able to get the durations and ticket count in report. 

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.