Count of tickets reassigned from one group to other

[mrkhan]

Hi Experts,

I wanted a report that will give me the count of incident ticket(based on the assignment group that we give) that are transferred from my group to some other group

For example : How many tickets have come to Assignment group XYZ and transferred to Assignment group ABC or DEF or MNO . Basically we want to take the tickets which are worked by our group but finally transferred to some other group due to some or the other reason.

Regards,

Khan

[Deepak Ingale1]

Do reporting where Reassigned count is greater than zero.

Also, you need to look at reporting on metric tables as well.

http://wiki.servicenow.com/index.php?title=Metric_Definition_Support

Metrics Reporting - Who is re-assigning

[mrkhan]

Helped me a bit . But there is more filter condition required. I am able to get the report but i also get the tickets which are not required(i don't want tickets if they are transferred within our own group. We have around 4 Assignment groups and i don't want tickets which were transferred to my own group. I only want tickets which were transferred to Assignment group which do not belong to us.) Attached the screen shot for current report that i get.

Some filter to add like "Next Assignment Group" is not "One of my Groups"

but i don't get any predefined like "Next Assignment Group"

Thanks in Advance

Regards,

Khan

[Deepak Ingale1]

Along with that, you need to work on Incident metric table I guess.

Please go through the link I provide in previous post.

Also mark post as correct / helpful / like according to the answer you got.

[rc393g]

Hi Khan,

How are you? Were you able to have this report now? We are on the same situation and hope you can help us with your report outcome.

Also, just curious how did you got the Previous Assignment Group in the filter condition? Thank you in advance!