Create a Report for an Assignment group

[Lucky1]

Hello all,

There is a requirement asked from my customer and below is the one:

He want us to create a report, like for an Incident if the Assignment group changes to 'Helpdesk' from some other group and if the reassignment count for Helpdesk is equal or more than 2, then we need show case them in the report.

So, I told him that, it can be done, but it is not advisable as it needs some scripting by glide recording Audit table and this causes system performance issues.

So, I just raised the question here, to check if there is any feasibility to achieve this?

Will the Performance ANalytics works here? If so, how?

Regards,

Lucky

[Lakshmi888888]

Yes, this is achievable, but not through standard reporting alone because you need to analyze assignment group history.

Instead of querying the audit tables directly in reports, consider capturing assignment group changes in a custom field using a Business Rule or Flow. For example:

• Increment a counter whenever the Assignment Group changes to "Helpdesk".
• Store the count on the Incident record.
• Create a standard report filtering incidents where the Helpdesk assignment count is >= 2.

Performance Analytics can visualize and trend the data, but it does not natively calculate assignment group transition counts from audit history. Maintaining a counter field is typically a more efficient and scalable approach than repeatedly reporting against the audit tables.

My recommendation: Avoid reporting directly from sys_audit or sys_history_line for this use case, especially in large environments. Storing the count on the Incident record is cleaner, performs better, and makes reporting straightforward.

[Lucky1]

Hello Lakshmi,

Thanks for your response.

I understand this. But without creating any custom field, is it possible to achieve?

Regards,

Lucky

[Lakshmi888888]

Hi @Lucky1 ,

You can achieve this using a Metric Definition on the Assignment Group field. Create a Field Value Duration metric on the Incident table for Assignment Group. ServiceNow will generate Metric Instance records each time the Assignment Group changes. You can then report on the Metric Instance table, filter where the value is "Helpdesk", group by Incident, and count the occurrences. Incidents with a count of 2 or more would satisfy the requirement, all without adding a custom field to the Incident table. Note that metrics will only capture changes from the time the definition is activated onward.