Incident tracking from one group to another

z_r_
Kilo Explorer

‎02-01-2016 01:33 PM

Hello all,

Hoping someone can help. I have a request where someone who is part of an assignment group in ServiceNow wishes to see a report of all Incidents their group worked on prior to it being assigned or re-assigned. Basically they want a report to show they did work on an incident prior to it being sent to a different group and being resolved by a different group. The closest I've seen is using the Incident Metric [incident_metric] report where I can specify multiple groups with assignment group, reassignment count but nothing that will give me the timeline of an incident in a report if possible.

Thank you.

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sethivarun
Kilo Guru

‎02-01-2016 02:13 PM

Hi Ricov,


We have implemented something similar in our instances using metrics , following is a screenshot   of how it looks


find_real_file.png



Is this something you are looking for?


Preview file
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z_r_
Kilo Explorer
In response to sethivarun

‎02-01-2016 02:29 PM

Hi Varun,



Could you provide the report type details? I'm looking for a single line output for incidents.



Thanks


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keshab_saha
Kilo Contributor
In response to sethivarun

‎02-16-2016 11:41 PM

Hi


Which table you have used ? Incient_metric ?


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Brian Dailey1
Kilo Sage

‎02-01-2016 02:20 PM

Hi Z,



  1. You could query on the Time Worked table [task_time_worked] to show any entries by a member of the desired group where the INC was not resolved/closed by a member of the same group.   This table has references both to the User and the Task.   And a nice benefit to reporting on this table would be that you could sum-up the time worked by an individual on those tasks.

    We have a "Default Group" field on the user record, so I was able to compare using the query:

              task.closed_by.u_default_groupNSAMEASuser.u_default_group

    However, if you don't have a similar user attribute (i.e., Default Group), then you would need to script some reference through the (many-to-many) user group membership table [sys_user_grmember] to get to the group for the user.
  2. You could also search on reassignments by querying the audit table:

              fieldname=assignment_group^oldvalue=5939670d6f30b500a4c2211bbb3ee48c

        I've just queried where the old value is a specific group sys_id, meaning that Assignment Group was changed from that group to something else.




Maybe that gives you something to go on?




Thanks,


-Brian


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