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.

[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 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[prash4]

Hi @Ankur Bawiskar 

can you re- upload the image please, it 's completely blurred

Thank you.

[Ankur Bawiskar]

@prash4 

here it is

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@prash4 

Just following up to see whether my suggested solution worked for you.

If you're still facing any issues, I'd be happy to help further.

[prash4]

Hi @Ankur Bawiskar, 

step 1 i was able to find but the actual ask is this and see some data but i was not able to justify these below 

• How many Incidents were handled by Service Center during off-business hours?
• How many Incidents moved from Service Center to another Assignment Group?
• How many Incidents moved from another Assignment Group back to Service Center?
• Which groups does Service Center hand work to most often?
• Which groups send work back to Service Center?
• Identify movements such as SC → Network → SC and understand the associated workload.
  
  
• in incident metric table i see ID, assignment group, value, start and End 

but how can i understand that these started in SC and moved to NC and came back to SC and resolved etc.

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