How to track assigned to changes and who changed it

Shusovit Dutta · 7 hours ago

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 · 6 hours ago

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.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

View solution in original post

Ankur Bawiskar · 6 hours ago

@Shusovit Dutta

there is OOTB metric on assigned_to field which tells the INC was with which Assigned to user for what duration

you can report on that

see this link on how it can be done for assignment group and repeat same for assigned to field

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

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Shusovit Dutta · 6 hours ago

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?

Ankur Bawiskar · 5 hours ago

@Shusovit Dutta

then do this -> I won't recommend reporting on system table but if you still want then

Create a report on the sys_audit table.
Filter for records where Field name is "assigned_to" and Table is, for example, "Incident" or your relevant table.
Show columns including: Record, Old Value, New Value (Assigned To), Updated By (Who changed it), and Updated On (When).
For a dashboard, add this report to a Platform Analytics or standard dashboard as a list or chart widget.

OR

Another approach is to use custom field to track

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

TejasSN_LogicX · 6 hours ago

Hi @Shusovit Dutta ,

sys_audit already tracks all changes including assigned_to .. a You can directly use it to create a Report / Dashboard..

1)

click enter

2)aaply filtera nd you can tract the changes

thanks,

tejas

Shusovit Dutta · 5 hours ago

would be difficult to put it in a report and show it to agents