Incident Escalation Report

[nwkadm]

Hi all - newbie to the forum.

I am needing to put together a report that details all of the incidents our Service Desk team escalates to other assignment groups. I have seen older messages that state there is a Filter Condition called "Previous Assignment Group" and using the "Reassignment Count" Filter.

I cannot locate the "Previous Assignment Group" filter and was wondering if anyone could assist.

We are using ServiceNow "Helsinki" version.

TIA.

[robertmaxwell]

Have a look at metric definitions. There is an OOB metric for assignment group on the incident table which tracks all changes to the assignment group field on incident

[nwkadm]

Thanks Robert - since I am new, could you elaborate on how to access or view this OOB metric you refer to please?