How to get a monthly incident report of a assignment group

[GBS]

Is there a possibility to get a monthly report of closed incidents in a particular assignment group, which can show the total time (duration) that an incident remain in an assignment group and the total time that the same incident was in different status like; Open, On Hold, In Progress.

[Rajesh Chopade1]

Hi @GBS 

To achieve this, you will need to track the time an incident spends in different Assignment Groups and Statuses over time. This can be done by:

• Audit Logs or Custom Tables can be used to track time spent in Assignment Groups and Statuses.
• You can create Business Rules to calculate and track time whenever an incident’s assignment group or status changes.
• Once the data is tracked, you can use Reports or Performance Analytics to visualize the data monthly.

This approach will give you an accurate monthly report showing the total time incidents were in specific Assignment Groups and their various Statuses.

I hope my answer helps you to resolve your issue, if yes please mark my answer helpful and correct.

thank you

Rajesh

[Abhishek_Thakur]

Hello @GBS ,

Yes, it is possible you can get the details from "incident_metric" table where you can easily retrieve the time spend on the incident against the assignment group.

Navigate to the 'incident_metric' and apply the below filter in your report also attaching the screenshot for your reference.

Please mark my answer as accepted solution and give thumbs up, if it helps you.

Regards,

Abhishek Thakur

[GBS]

@Abhishek_Thakur thanks for the information. But how do we get the time duration that the incident spent on a single assignment group

[fathahhkf]

 @GBS , Check the Metric table, the best options to go. 

If my answer helped you in any way, please then mark it as helpful or correct. This will help others finding a solution.

Kindly mark it correct and helpful if it is applicable.