Incident tracking from one group to another

[z_r_]

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.

[z_r_]

Hi Brian,

Thank you, but is there any out of the box report I can change or modify? I don't have full admin access and am trying to give this to a user so they can run from the report module. Also, I am not a developer so I can interface via the servicenow.

[Michael Fry1]

You could build a report on the incident_metrics table using the Definition is Assignment Groups. That's an out of the box metric that tracks assignment groups for tickets.