How to track assigned to changes and who changed it

[Shusovit Dutta]

I want to track the assigned to changes and who changed it on a dashboard to agents via a dashboard. How can it be achieved.

[Dr Atul G- LNG]

Hii @Shusovit Dutta 

I doubt there’s a direct way to see which integration changed the "Assigned To" field, but you can create metrics on that particular table to track changes in the "Assigned To" field over time.

[Shusovit Dutta]

I want to track who changed it as well. If i create another definition will not look good. Can it be done via something else like PA?

[Dr Atul G- LNG]

Hi @Shusovit Dutta 

Is there any specific reason to see who changed the value to "Agents"? I believe this is more relevant for the Incident Manager.

I checked the sys_user table, and while it's possible to get this information, it’s not considered a best practice. Fetching results from sys_audit can lead to performance issues, as it pulls a large volume of data—so filtering it carefully is important.

Using this approach, you can get the latest results. However, I doubt we can retrieve each individual record. For example, even if the update count is 4, it’s only showing 1 record.

As per my knowledge, there’s no direct way to get all historical assignment changes this way. The best option is to use the out-of-the-box (OOTB) metrics feature to track changes to the Assigned To field.

[Dr Atul G- LNG · Accepted solution]

Hi @Shusovit Dutta 

It seems my previous reply was missed.

Using metrics is one way to approach this. However, there’s no direct field to track who changed the "Assigned To" value, as anyone can update it. That action is only captured under the Updated By field.

Since any field change on the incident updates the Updated By, it doesn't specifically tell you if "Assigned To" was changed. So, there’s no direct out-of-the-box (OOTB) way to track who made the assignment change.

The best you can do with standard metrics is to track who the ticket was assigned to previously and who it is assigned to now.