I want to know how many times an incident was reassigned inside the same assignment group.

[Spartan_snow]

Hello, everyone.

I want to create a report that shows how many times an incident was reassigned, and how many times a user was assigned to another user within the same group.

Can we use performance analytics to meet this requirement? or using metric_instance table?

Example - Indian-Cricket-Group

Name                                                  Count of Assigned From                            Assigned To

Virat Kohli	4	Empty (3), Rohit Sharma (1)
MS Dhoni	3	Empty (2), Hardik Pandya (1)
Rohit Sharma	2	Virat Kohli (2)
KL Rahul	2	Jasprit Bumrah (1), Rohit Sharma (1)
Ravindra Jadeja	1	Hardik Pandya (1)
Shubman Gill	1	Empty (1)
Suryakumar Yadav	1	Jasprit Bumrah (1)
Yuzvendra Chahal	1	Hardik Pandya (1)
Hardik Pandya	1	Virat Kohli (1)
Jasprit Bumrah	1	Empty (1)
	Grand Total: 19

Regards,

Mayur.

[Sumanth16]

Hi @Spartan_snow ,

Below is an incident_metric for specific assignment:

The code utilized is:

// variables available
// current: GlideRecord -  target incident
// definition: GlideRecord -  (this row)
    if (current.assignment_group.sys_id == '97a2b0616fc331003b3c498f5d3ee437') {
        createMetric();
}

var assignment = current.assignment_group.DisplayValue;
function createMetric() {
  var mi = new MetricInstance(definition, current);
  var gr = mi.getNewRecord();
  gr.field_value = current.assignment_group;
  gr.start = current.sys_updated_on;
  gr.calculation_complete = true;
  gr.insert();
}

(remember to update the sys_id of the assignment group.

This will give you below:

So basic, a metric will be created when incidents is assigned to Service Support assignment group. 

Now then just create a report based on the incident_metric table:

With below conditions:

Which will give below:

Above refers to, that the assignment group is "Hardware", but the incident has been assigned earlier to "Services Support. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Thanks & Regards,

Sumanth Meda

[Spartan_snow]

Hi @Sumanth16 ,

Thank you for your reply.

I'm looking for the Assigned to field value, and if I change the incident assigned to field, I'd want to get a report showing how many times I changed the assigned to and who I assigned it to, as well as how many other group members reassigned the same incident to other group members.