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 AS1 AS2 20 minutes
2-Jun AS2 AS1 10 minutes
3-Jun AS1 AS3 30 minutes
4-Jun AS3 AS1 15 minutes
5-Jun AS1 AS2 10 minutes

Here now, need to get the report with recommended chart like Assignment group AS1 count of tickets should be 3 and duration 60 minutes (or) 1 hour, Assignment group AS2 count of tickets should be 1 and duration 10 minutes, Assignment group AS3 count of tickets should be 1 and duration 15 minutes.

To find out which assignment group worked for how many tickets based on their time spent on the tickets because the tickets can re-assigned to other groups which happens back and forth to complete.

[Sujatha V M]

@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.

[SathishKumarD]

Hi Sujatha,

Thanks for your update.

Using Metric Definition, can get only the list of output records with duration but need in chart report type view.

I need to get the report with recommended chart with Assignment groups count of tickets and duration of time spent.

Need to find out which assignment group worked for how many tickets based on their time spent on the tickets because the tickets can re-assigned to other groups which happens back and forth to complete.