How to create report ticket acknowledge first assignement before it transfer to another group

[Garvit1]

Hi Team,

i need to create a report where it shows ticket first acknowledge by first assignment group before it transfers to another group and how much time it takes to transfer to another group and how can we calculate the ageing from ticket transfer to other group.

How can i achieve that and what filter i can apply in the report. 

Regards,

Garvit

[amaradiswamy]

Hi @Garvit1 

You can use metric definition functionality to calculate the field duration.

Below article will provide you more information with example use case:

https://www.servicenow.com/community/developer-articles/servicenow-introduction-to-metric-instance-s....

[Garvit1]

@amaradiswamy is there any way to add in SLA definition, need to see who breaches the SLA. 1st Assignment group or second assignment group and ageing should calculate from the date of which second assignment group is assigned.

Regards,

Garvit 

[amaradiswamy]

@Garvit1 , Yes, you need to use "SLA Breakdown" functionality to know which group is working on the ticket when ticket sla was set to breached. SLA Breakdown is a plugin and you need to enable it.

Please go through below helpful links:

https://www.linkedin.com/pulse/sla-breakdown-g%C3%B6ran-lundqvist-servicenow-witch-doctor

https://www.servicenow.com/community/performance-analytics-blog/understanding-sla-and-breakdown-metr...