Approaches to easy reporting on assignment group history?

[brian-rowland]

My team gets regular reporting requests from service desk leads for historical reporting on incident assignment.   A typical request is "I want to see all incidents opened last month that were assigned to my groups at some time." I haven't seen an elegant way to create such a report out of the box, and we're to the point where using incident-to-metric database views is no longer viable in terms of ease of use, scalability, and performance.

What I've come up with is a new task field and business rule that appends to a glide list for every group assignment.   Then answering the above question in an incident report is as easy as adding an   "Assignment Group History contains ..." to the report filter.

How have other folks handled offering historic reporting on incident assignment?  

Thanks,

-Brian

[sgrison]

There is an OOB metric which tracks the assignment group and the amount of the incident was assigned to the group.   It is called 'Assignment Group' and you can report on the 'Incident Metric' table.

[alper_canpolat]

Brian were you able to resolve this?

[Brian Dowden]

I was able to get a report showing all incidents worked on by assignment groups.   Includes incidents that were reassigned.   So if an incident was reassigned 4 times and the group you are reporting on was assigned that incident twice, the report shows that they worked on it 2 times.

Table:   incident_metric

I did a bar type

Group by: value

Stacked: none

display grid

aggregation: count

Conditions:

Definition is Assignment Group (this is a OOB database view)

resolved, closed, created (or whatever you want to be) time frame

value is one of:   list your groups

[Les1]

are you still using this methodology? any tweaks?