Compute the duration from ticket creation to the time it was reassigned to the 2nd assignment group

[jeansky]

Hello everyone,

I would like to ask for your help—would it be possible to compute the duration of a ticket from the time it was created up to when it was reassigned to the second assignment group?

I'm considering using the incident_metric table, but I'm not sure how to structure the report to capture only the time from ticket creation to the second assignment group. Any suggestions or guidance would be greatly appreciated.

Thank you in advance!

[anand-bhosle]

Hello @jeansky , ServiceNow can automatically capture every assignment-group change as a metric—if you have a Metric Definition for “Assignment Group” on Incident. Those show up in the Incident Metric (incident_metric) table with a duration for each state. If this is not available then you may need to create new metric defination.

The other way is by customizing. You need to create two custom fields to capture count & time then Create a new  custom BR to capture the value.

Hope that helps. 

If I answer your question please mark accepted/helpful

Thnaks

Anand