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]

Hi @Lucky1 ,

Sure. Here's how you can do it using a Metric Definition without creating a custom field:

Step 1: Create a Metric Definition

1. Navigate to Metrics > Definitions or (metric_definitions.list)
2. Click New.
3. Select Type = Field Value Duration.
4. Set:
   • Table: Incident [incident]
   • Field: Assignment Group
   • Active: True
   • Name: Anything you prefer
5. Save the record.

Step 2: Generate Metric Instances

Once the metric is active, ServiceNow will automatically create Metric Instance records whenever the Assignment Group changes on an Incident.

Step 3: Verify Metric Data

1. Navigate to Metrics > Metric Instances.
2. Filter by your Metric Definition.
3. Open a few Incident records and change the Assignment Group to confirm Metric Instance records are being created.

Step 4: Build a Report

1. Create a report on the Metric Instance [metric_instance] table.
2. Filter:
   • Metric Definition = your Assignment Group metric
   • Value = Helpdesk (or the group you want to track)
3. Group By:
   • Document (Incident)
4. Aggregate:
   • Count

Step 5: Identify Incidents Assigned Multiple Times

Any Incident with a count of 2 or greater indicates that the Assignment Group was set to Helpdesk multiple times.

Important Note

Metric Definitions only collect data after they are activated. Historical Assignment Group changes that occurred before the metric was created will not be available unless they are already captured elsewhere.