Reporting on Incident Assignment Group change by who changed it... (multiple metrics?)

[Kai Tingey]

Hi Guys

I have a request from our Service Desk manager for a report;

He would like a report showing all the incidents that have gone from the ServiceDesk to a different assignment group, but only where the user who changed the assignment group was a member of the ServiceDesk.

So basically he wants a list of all the incidents that were escalated to another team, by members of his own team.

I can use metrics to report on where the assignment group was the servicedesk and has moved to something else, but I'm not sure how to approach the second part of his request - where it only shows tickets that were transferred by members of a specific group. I could set up a new metric definition to record where a ticket was assigned to specific users and then changed, but i would then have to use this one in conjunction with another metric definition I have set up to record if the incident was touched by the ServiceDesk (that i have used from this post: https://community.servicenow.com/community?id=community_question&sys_id=8805cb2ddbd8dbc01dcaf3231f9619f0).

Any ideas?

[Muralidharan BS]

Hi Kai Tingey,

You cannot access previous value in the metrics definition. In your case, it cannot read the assignment group if the member is from SD, it can only read on the new value. 

But you can use a business rule to access the previous value and then create metrics instances, 

here is the steps explained in other post - Is there a way to report on audits in a way that is efficient (or a way to report on user actions in...

Thanks

[Kai Tingey]

Hi Murali

I was considering this.

Any suggestions on how to configure the business rule for the metric? i tried something basic that triggered when the assigned_to changed from (any of the SD team) but it didn't insert any incident metrics. Also not entirely sure what kind of stuff should be captured in the metric, as the use in the link is looking for date time calculations which i dont really need.

[Kai Tingey · Accepted solution]

I *think* I may have the solution to my problem here.

I found this article:

https://servicenowscholar.com/2019/07/24/add-previous-value-to-metric-form/

I have followed their steps, with the exception of monitoring the assigned_to field for changes instead of assignment group, and this has given me something that we can probably use.

The report can then show

metric definition = assigned to (new and previous value) and
previous value (is one of) (service desk team members) and
assignment group = (not servicedesk)

so that should show where an incident was assigned to an SD group member, and is now assigned to a different assignment group - ergo, they escalated it.

Not sure that helps with this report, as i dont know that it's going to be so easy to re-run that metric over incidents that have already changed assignments a few times, but going forward it should help

[Muralidharan BS]

The one which you pointed out is creating a custom column in the metrics definition table. This custom column will be in all the metrics definition and not only the new one created. You may have to be double sure before creating a custom column, which may be not really needed apart from this requirement you have. 

There is a easy way without creating a custom column you can calculate the previous value using business rules - here is the steps explained in other post - Is there a way to report on audits in a way that is efficient (or a way to report on user actions in...

Thanks