Hi @dixitreddy
For downgrade, you need to create the metric on the Incident table and set the ‘Only if priority changes’ property. Once that’s done, you’ll be able to see all incidents that are downgraded or upgraded in the same metric.
Please note that metrics work only on new data going forward
Check OOTB metrics:
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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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