Escalation report

[sridhar pabbine]

It is possible to know the records of an incident table when an assignment group is escalated to one queue to another queue and who is the previous owner and current owner in a particular time period is there any scripting? 

[Mike_R]

Yes, use the incident_metric table

instanceName.service-now.com/incident_metric_list.do?sysparm_query=mi_definition%3D39d43745c0a808ae0062603b77018b90&sysparm_view=

Value will be the previous owner, and assignment group would be the current owner.

You can also add a filter for the dates you want to see.

[Musab Rasheed · Accepted solution]

Hello,

Looks like you can achieve this with Metrics, please go through below

https://www.servicenow.com/community/performance-analytics-blog/how-to-create-a-historical-report-ba...

https://www.youtube.com/watch?v=_tkBUCuNYes