Want to show only Incidents Which are assigned to helpdesk and changes to other groups In Report

[srikanthr066535]

I am creating a Report on Incident table,If incident is assigned to Helpdesk and changed to other groups then i need only those records in the report

[Dr Atul G- LNG]

Hi @srikanthr066535 

A report only shows the current state of a record, not its previous states. If you want to track whether a record was first assigned to the Help Desk and later reassigned to another group, you'll need to create metrics. Based on those metrics, you can then build a report to reflect that history

OOTB Metrics:

[Aniket Chavan]

Hello @srikanthr066535 ,

I just came across this thread and wanted to quickly chime in. You might want to take a look at Ishaan’s response—he's explained a pretty straightforward way to achieve the previous and current value setup using a database view.

Try following the steps he mentioned:

• First, create a database view combining metric and the related table.

• Then, build a report based on that view to show both the previous value (from metric) and the current value (like assignment group from the base table).

Once you try this approach, let us know how it works out for you.

Happy to help further if needed!

🔹 Please mark ✅ Correct if this solves your query, and 👍 Helpful if you found the response valuable.

Best regards,
Aniket Chavan
🏆 ServiceNow MVP 2025 | 🌟 ServiceNow Rising Star 2024

[Aniket Chavan]

Hello @srikanthr066535 ,

Just wanted to check in to see if my earlier response helped you out or if you're still facing any issues. If your query is resolved, it would be great if you could mark my reply as helpful and accept it as the solution — that way it can also benefit others who come across the thread later.😊

Also, if you found any other responses helpful, feel free to mark those as helpful too. You can even accept multiple solutions if they contributed to resolving your issue.

Let me know if you need anything else!

Best regards,
Aniket Chavan
🏆 ServiceNow MVP 2025 | 🌟 ServiceNow Rising Star 2024

[Ankur Bawiskar]

@srikanthr066535 

you need to use metrics for this.

check this link

Metrics on Specific Assignment group changes 

If my response helped please mark it correct and close the thread so that it benefits future readers.