Date incident last assigned to queue

[kuben]

Hi, I would like to know how to get the date and time that an incident was last assigned to a queue (Assignment Group) from the incident_metric table.

I actually want to work out how many hours it took to resolve a ticket from the time it was assigned to the last queue (Assignment Group) that it was resolved in.

[purbali1]

There is one OOB metric definition exist which capture time duration for change in assignment group, check if it is active in your instance. And then you can filter metric instances with filter-> definition= assignment group.

[Chuck Tomasi]

Hi Kuben,

As Purbali suggested, take a look at metrics. You may find this helpful if you are not already familiar with Metrics.

Docs: Metrics

[kuben]

Hi,

Thanks for providing this useful information. The function is a little complex to implement and I don't want to have to add new fields to the system - is there any way I can use whats currently in the incident_metric table? I have to get just the time it took to resolve from assignment to the last group it was resolved in.

[Chuck Tomasi]

Hi Kurben,

You don't need to add any additional fields to get Metrics going. You simply define what you want to watch for and it records the time duration that particular state happened. This is specifically what Metrics in ServiceNow were designed to do.

Without using Metrics, yes, you would have to create a new field and create a business rule with some script to track this.

If you feel it is too in-depth for your current skill set, I invite you to reach out to ServiceNow or one of our partners for professional services assistance.