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

Kai Tingey · ‎02-10-2021

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?

Kai Tingey · ‎02-11-2021

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

View solution in original post

Aarav1 · ‎05-26-2021

@Murali I have same issue can you help me?

Kai Tingey · ‎02-15-2021

yeah i tried that without success, i'm ok with having the new field in the table - as i can re-use it for other field changes if needed.

Aarav1 · ‎05-26-2021

@Kai Tingey I have similar requirement of creating report can you help me?

Kai Tingey · ‎05-26-2021

Hi Raj

I just did as I posted earlier, if you check the link I posted - that was the solution that worked for my needs - with the exception of monitoring a different value (assigned_to) for changes.

The caveat being that it needs to build data so the report will only be useful for the future after implementing the change.

Aarav1 · ‎05-26-2021

@Kai Tingey I will tell you my requirements can you guide me actually i am not getting that document also not aware of metrics much if you can help me with this it would be great.

here's the requirement:-creating a report on tickets that are originally assigned to the "one" assignment group, but closed by a member of the "Desktop Support" assignment group. In order to do this, we need to be able to track tickets that are re-assigned from their group and eventually closed under Desktop Support or by a member of DS. We would like this report to also only contain tickets that have the "Configuration Item" field filled in with something.