Tracking the history of assignment group and show as a list on incident form.

[Siddhesh Gawade]

Hello,

I have an requirement to track the history of assignment groups (all the assignment group changes and re-assignments) and show groups as a list on incident form. How can I achieve this ? is there any alternative possible way to do this ? please Help !!

Regards !!

[Vishnu Prasad K]

Hi Sidhesh,

Create a metric definition for Incident Assignment group. You have to add the table as Incident and field as Assignment group.

From then, the assignment group changes for all the Incidents will be captured in Metric instance and you can add it as a related list in Incident form

[Siddhesh Gawade]

Thank you for reply,

As I am new to ServiceNow can you please tell how can I create metric Definition and use for my case.

Regards 

Siddhesh.

[Vishnu Prasad K]

Hi Sidhesh,

1. Navigate to Metric --> Defintions.

2. Click on 'New' button.

3. Give a name, Select table as Incident and Field as Assignment group

4. Click on Submit

5. Go to Incident form

6. Go to Configure list view from context menu and add Metric instance

[Msumrell]

I want to create an Assignment Group Duration report at the Case level, not the Incident level. 

Can I do this using the Metrics dB or the Reports Console? (version is Tokyo).