Report - Incidents Reassigned from a certain group to another group

[RossDoughty]

Hi all,

I am quite new to Service Now reporting and I would like to report on the following.

I would like a list of all calls assigned from group x to group y specifically.

Group Y is our Service Desk.

Group X is our 2nd line.

I would like to see how many calls are passed back from our 2nd line back to the Service Desk.

Thank you,

Ross

[Tony Chatfield1]

Hi,

There is a default metric for task ‘Assignment Group’,
That’s shows the time a task was assigned to a group and the time it was reassigned (start/end)
You can find it under Metric > Instances, and I would try to make this data fit your requirement.

You will also find an entry in the system audit records, with the old and new values
/sys_history_line_list.do?sysparm_query=label%3DAssignment group&sysparm_first_row=1&sysparm_view=
But I wouldn’t recommend reporting from core system tables.

Regards Tony

[graycarper]

Hi, Ross!

I'm two years too late, but just in case you still have this need (or any onlookers do), I thought I'd pop by to mention that I just published a community article that provides a solution: Measuring Incident Reassignments to the Service Desk (or any other group) in Performance Analytics. The article covers all reassignments to the Service Desk, but it breaks them down by previous assignment group, so you can filter that to just the name of your 2nd line...

For the sake of this discussion, just imagine that the name of your 2nd line is 'Accounts and Access'. The Workbench Widget above is displaying that group in relation to the volume of reassignments to the Service Desk from other groups, but you can focus on only that group if you just open the Select an Element drop-down and choose 'Accounts and Access'. You could also use a Breakdown Widget instead of a Workbench Widget to report specifically on a single origin group, like 'Accounts and Access'.

If you have any questions, please just let me know.

-Gray