Report required for all task, tickets, incidents etc been assigned to a group in a month

[avinash kumar]

We need a report which lists all the incidents, tickets, problem, support ticket etc worked on by a specific assignment group in a month. This report will be most useful to IT Service Desk team which is assigned many tickets and after the initial assessment, they reassign them to some other groups if the requirement is not to be fulfilled by them.

I was exploring if we can use the time worked data for this or do we need to use the historical data for assignment. As this report would be useful if we have more than one groups as well, could someone please give some valuable suggestion.

Regards,

Avinash

[n_jeremic]

hi, I have a question related to this.

I would like as well to pull a report which contains the specific assignment group, but the report should deliver the historical assignments as well.

As the specific assignment group is not always the last group, which was assigned and worked on the ticket.

So I have now 2 questions:

assignment group --> does this cover only the status quo or as well previously assigned and then re-assigned to another group

if not - how can I pull a report to meet my needs

Thanks,

Natasa

[avinash kumar]

Hi Natasha,

The way I could achieve this was by using the Metric definition. All you need to do is to create a Metric on the task table on the assignment group field.

This will store all the changes in the metric instances table and you will be able to generate historical reports out of it. It will give the task number , old value for the assignment group( because this is the field on which the metric definition be defined) and also the new value of the assignment group.

Regards,

Avinash

[n_jeremic]

HI Avinash,

THanks!

I am quite new into administrating ServiceNow.

From a scale 1-5 how difficult is that for me to action/script/programme this?

And, if I have to create that field, does that mean, that earlier tickets without the field cannot be tracked? Or will the change apply for historical data as well?

thanks,

Natasa

[SME]

Hi Natasa,

Just follow the below details which is specified in this thread First Level Resolution (FLR) Reports

I achieved this requirement by using Metrics definition. you do not need to create any new field or write any business rule.

just create a metric definition record on assignment group for incident table. For further info on metric and how to report check this :-http://wiki.servicenow.com/index.php?title=Metric_Definition_Support#gsc.tab=0

1. this metric will track all the changes done on assignment group. It will store when ticket was assigned to one group and then got transferred to other group. you will have all previous values of group field tracked and the current value.

2. to report you will use out of the box database view incident_metric and not incident table

3. it will track the changes of assignment group field from the time you enable this metric

[Jamsta1912]

Hi Natasa,

Mansi's answer is probably the best way to do this. I did this in a slightly different way though, that does have some advantages.

1) Create a new field on the task table called 'Assignment History'. This field is type 'List', reference 'Group'.

2) Create a business rule that adds the assignment group to the 'Assignment History' field every time the assignment group changes.

So this way, you end up with a complete list of assignment groups the task has passed through during its life-cycle, in a single field on the task table itself. The advantage of doing it this way is that you can then report directly on the task table without using metrics, and any user can add a filter to a list view saying something like 'Assignment History CONTAINS MyGroup', so they can easily see which tasks have passed through their group. You can add a bookmark, or a module in the application menu to get to a view of all incidents that have ever passed through any of your groups, using an argument like this:

'/incident_list.do?sysparm_query=u_assignment_historyLIKEjavascript%3AgetMyGroups()^assignment_group!=javascript:getMyGroups()'

and the business rule is quite straight forward. Needs to be triggered BEFORE update, whenever the assignment group changes:

Assignment_Group_History();
function Assignment_Group_History(){

try{   
   var assgh = current.u_assignment_history;
   var grp = current.assignment_group;
   assgh = (assgh + "," + grp.sys_id);

   current.u_assignment_history = assgh;   
}

catch(err){
   gs.log('Error in Assignment_Group_History BRule: ' + err);
}

}