How do get the reassignment report in Servicenow

[Test-RAJM]

I am looking to generate a detailed reassignment report in ServiceNow for incidents that were initially assigned to a specific assignment group — let’s call it Group A.

My objective is to identify and analyze all incidents that were originally routed to Group A, but were later reassigned to one or more other groups during their lifecycle. I want to focus on those cases where Group A did not resolve the incident themselves, meaning the resolution was handled by another group.

Track the assignment group history for each incident initially assigned to Group A. I need to fetch the report. 

See the sequence of group reassignments if the ticket changed hands multiple times.

[SD_Chandan]

Hi @Test-RAJM ,

To get a reassignment report in ServiceNow:

• Query the sys_journal_field table where:

  • element = "assignment_group"
  • old_value = "Group A"
  • new_value != "Group A"

• Join with the incident table to get full details.

• Filter incidents where Group A didn’t resolve the ticket.

You can build a list report or use a background script to extract and analyze reassignment history.

Please mark my answer as helpful/correct if it resolves your query.

Thanks,
Chandan

[GlideFather]

@Test-RAJM 

Exactly this 👆

just For that you might need to set the audit true on the sys_user_group table, it is false on default…

navigate to system dictionary, locate the group table, type == collection and the audit must be true

[Masthan Sharif]

Hi @Test-RAJM ,

The OOB Database view 'incident_metric' should help you with your ask, please refer to below community post for more details:

Solved: how to generate reports on incidents reassignments - ServiceNow Community

Best Regards,

Sharif