How to build a report to track “tickets reassigned away” by engineer in a day?

Swapnilc191
Tera Contributor

2 hours ago

Hi everyone,

I am trying to build a report (or visualisation via P Analytics) for a manager that shows how many tickets an engineer worked on today, but reassigned to another team/engineer.

 

Example scenario:

  • The engineer receives 10 incidents
  • Works on 5 of them
  • Reassigns those 5 to a different team/assignee
  • At the end of the day, the engineer’s bucket shows only 5 remaining

The problem:
The manager only sees the current backlog (5).
The 5 worked-and-reassigned tickets are not tracked anywhere on the dashboard.

 

Requirement:
I want a widget that shows for each engineer:

  • Current tickets in their bucket
  • PLUS the number of tickets they worked and handed off today
    (essentially “reassignments performed today” per engineer)
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1 REPLY 1

Tanushree Maiti
Tera Sage

30m ago

Please refer this links, see if it helps you:

 

https://www.servicenow.com/community/platform-analytics-articles/measuring-incident-reassignments-to....

 

https://www.servicenow.com/community/performance-analytics-forum/report-to-create-how-many-teams-tic....

 

https://www.servicenow.com/community/developer-forum/how-to-generate-reports-on-incidents-reassignme...

 

 

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
Linkedin:
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