How to Identify the Original Assignment Group of an Incident ?

[prash4]

Hi Community,

I have a reporting requirement where I need to identify incidents that originally started with a specific Assignment Group (Service Center OR  Service Desk), even if the incident was subsequently reassigned to another group.

Requirement
For example, an incident may follow this journey:

Incident Created → Service Center → IAM → Resolved

or:

Incident Created → Service Center → IAM → Service Center → Resolved

The report should be able to identify that the incident originally started with Service Center, regardless of its final Assignment Group.

Current Challenge
The Incident table only shows the current Assignment Group. It does not have a dedicated field for the original Assignment Group.

Any recommendations or examples using OOB functionality would be greatly appreciated.

[Dr Atul G- LNG]

You need to create metrics for same , check ootb metrics on incident table assignments group field. You can use metric to create report too.

[prash4]

I found the OOB Incident Metrics [incident_metric] table/database view, and it contains records with:

Incident
Definition
Assignment Group
Value
Start/End/Duration information

I can see records where:

Definition = Assignment Group
Value = Service Center 

However, I am trying to determine the correct way to identify the first/original Assignment Group for an incident.

For example, if the metric records contain:

Incident Definition Value Start

INC001 Assignment Group Service Center  10:00
INC001 Assignment Group IAM 10:15
INC001 Assignment Group Service Center 10:45

I need the report to identify Service Center as the original Assignment Group, not simply because Service Center appears in the metric records, but because it was the first assignment.

Questions

Can the OOB Incident Metric [incident_metric] table be used to reliably identify the original/first Assignment Group?
Is there an OOB field such as sequence/order/start time that should be used to identify the first Assignment Group metric record?
Is there a recommended way to report on:
Original Assignment Group = Service Center, even when the incident was later reassigned?
Can this be achieved through a standard report/database view without custom scripting or creating a new field?
Has anyone implemented a similar requirement where they needed to reconstruct the Assignment Group journey of an Incident for reporting purposes?

[Dr Atul G- LNG]

Yes , you can get it from metrics easily. 

The record you are getting from metrics, group by incident and sort by old value. The first group of each incident will tell the first assignment group

[Ankur Bawiskar]

@prash4 

to handle this you can use OOTB metric definition on incident assignment group

Use incident_metric database view table and condition as this

check below links for more help

How to Create a Historical Report Based on Assignment Group Changes on the Incident Table 

Reporting on workgroups who worked on a ticket 

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