How to build a report 1st handled the ticket user when incident is created

[Naresh_5120]

Hi Community,

I need to build a report for the ServiceDesk team that identifies, for each incident, which team member first responded by making an update—such as changing the ticket state or modifying the assignment group. I know we can track changes using the “Updated By” field, but when multiple people work on a ticket it’s difficult to determine who made the very first update.

Can anyone suggest an approach to reliably capture the first responder for each incident?

[Dr Atul - LNG]

Hi @Naresh_5120 

https://www.servicenow.com/community/sysadmin-forum/is-there-a-way-to-report-on-who-first-handled-an...

https://www.servicenow.com/community/platform-analytics-forum/reporting-on-the-first-time-an-inciden...

[Bhuvan]

@Naresh_5120 

Check if you have metric definition for this, if not create one. Table is metric_definition

Once metric definition is created, you can report from the table incident_metric to get the first handled ticket information 

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Ankur Bawiskar]

@Naresh_5120 

you can query sys_audit table and see the 1st record sorting with A to Z on Created

OR

Create a custom Reference field to sys_user  "First Respondent". Use before update BR on incident to auto-populate this with logged in user whenever update happens for 1st time.

You can add the check for sys_mod_count=0 so that this field is populated only once i.e. BR runs only once

See below the field

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@Naresh_5120 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.