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]

Hi @prash4 

How the Metric Works

The OOTB metric for Assignment Group works as soon as the Assignment Group on an Incident changes. The change is captured in the Metric Instance table, which you can see at the bottom of the record (as shown in my previous screenshot).

The Metric Instance table contains fields such as ID, Assignment Group/Value, Start, and End. This is expected and provides the data needed to analyse Assignment Group changes over time.

Questions & Answers

How many Incidents were handled by the Service Center during off-business hours?

Atul: There is no direct OOTB way to get this. However, once you have the start and end times from the metric data, you can apply a filter based on the required time range, such as Assignment Group = Service Center and the relevant off-business hours. Please give this approach a try.

How many Incidents moved from Service Center to another Assignment Group?

Atul: Group the metric data by Incident and then analyse the Assignment Group sequence to identify movements from Service Center to another group.

How many Incidents moved from another Assignment Group back to Service Center?

Atul: Same approach as above—group the data by Incident and identify where the Assignment Group changes back to Service Center.

Which groups does Service Center hand work to most often?

Atul: There is no direct OOTB report for this. Once you extract the metric data, you can analyse the Assignment Group transitions and identify the most common destination groups.

Which groups send work back to Service Center?

Atul: Use the same approach by analysing the Assignment Group transitions in the metric data.

How can we identify movements such as Service Center → Network → Service Center and understand the associated workload?

Atul: There is no direct OOTB way to identify these complete movement patterns. The system captures the individual Assignment Group changes, but you need to analyse the sequence of changes across the Incident records to identify patterns such as SC → Network → SC.

Once you have the data, you can use tools such as ChatGPT to help analyse the sequence and identify recurring patterns and workload.

Incident Metric Table

The fields such as ID, Value, Start, and End that you see in the Incident Metric table are expected. This metric data is what allows you to understand how long an Incident stayed with each Assignment Group and analyse the movement of work between groups.

Have a look here:

https://youtu.be/bZb0BkXR7G4

[Vishnu Surendra]

@prash4 

For your requirement, you can check the sys_audit table to track changes to the Assignment Group field and identify the original Assignment Group value.

Go to the sys_audit table and filter by:

• Table name: Incident
• Field name: Assignment Group

You can then see the Old Value and New Value for each change. From this audit history, you should be able to identify the original Assignment Group and determine whether the incident was initially assigned to Service Center or Service Desk.

If my response helped, please mark it as correct