Incident Escalation Report

nwkadm
Kilo Explorer

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.

 

 

 

 

2 REPLIES 2

robertmaxwell
Mega Expert
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
Kilo Explorer

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