Number of Incidents assigned to group over time

fubz
Kilo Explorer

‎02-09-2016 12:44 PM

How do I create a report that will show me how many Incidents have been assigned to my assignment group over a period of time.

I don't just want the current active incidents that are assigned to my group, I want all of the incidents that were at one time assigned to my group.

Thanks!

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Pradeep Sharma
ServiceNow Employee
ServiceNow Employee

‎02-09-2016 03:01 PM

Hi,



There is an OOB metric which tracks the assignment group and the amount of the incident was assigned to the group.   It is called 'Assignment Group' and you can report on the 'Incident Metric' table.


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fubz
Kilo Explorer
In response to Pradeep Sharma

‎02-10-2016 05:22 AM

Can you explain OOB metrics more?   I am having trouble finding the documentation on it and where it's located in Service Now.


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Brian Dailey1
Kilo Sage

‎02-09-2016 04:30 PM

Hi Fubz,



Assuming that the table [incident] is audited, you can query the audit table [sys_audit] for entries where (fieldname=assignment_group) has been changed on the incident table, and group by the new_value (which would be the group getting assigned to), and count the individual documentkeys (which would be the tasks that were assigned).





-Brian


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