ServiceNow Report on Assignment Group Changes from one group to another

[diane_gregory]

I need to create a report that shows Incidents that are assigned from group (A) to group (B) and group (b) to group (a). I can't seem to achieve this on the same report.

I know my table needs to be Incident_metric

I have the Assignment Group- Application Support

Value 'is one of' (many desktop assignment groups)

but this is only bringing data back on Incidents that were assigned from the value and end up at the Assignment Group .

Will I need to create a separate report for each? so my Assignment group is one of the desktop groups and value is ApplicationSupport .  

[sachin_namjoshi]

you need to remove first filter of Assignment Group is application support to find out all old values.

In your metric definition, you can give first filter for app support assignment group

if ((current.assignment_group == "SYS_ID_OF_APP_SPPT_GROUP"))
        createMetric();
}

function createMetric() {
  var mi = new MetricInstance(definition, current);
  if (mi.metricExists()) 
    return;

  var gr = mi.getNewRecord();
  gr.field_value = true;
  gr.calculation_complete = true;
  gr.insert();
}

like above

Regards,

Sachin

[Swapnil Soni1]

Hi,

You need to use Metric Definitions and Instances.  Luckily Assignment Group already has a metric definition, so all you need to do is report on the metric instance table.  There should already be a database view that joins this with incidents.

There will be one record for each time an Incident was re-assigned and how long that group was assigned to the ticket.

Please mark correct or helpful if this helps.

Thanks

Swapnil