Reassignment of Incidents and Time taken to resolve the Incidents

[Test-RAJM]

Hi ServiceNow Developers,

I’m currently working on a requirement where I need to display reassigned incidents along with the time taken to resolve them within a dashboard view in ServiceNow. I’ve explored using the out-of-the-box (OOB) Metric Definitions, and while they do provide some helpful tracking, I’m facing a couple of challenges that I would appreciate your inputs on:

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1. Filtering and Historical Data Issue with Metric Definitions

I understand that Metric Definitions begin capturing data only after they are created and enabled, which means historical data for incidents (i.e., incidents resolved before the metric was defined) are not available.

Is there any workaround or solution to capture past resolved incidents or historical reassignment data, possibly via a script, report, or any OOB feature?

Additionally, I’m looking to filter the incidents displayed in the metrics to include only specific records — for example, incidents where the callers belong to a specific user group (like a specific department or business unit).

Currently, the Metric Definition is pulling in all incidents irrespective of caller or assignment group, which is not meeting our requirement.

Is there a way to restrict or scope the metrics to only incidents that meet specific conditions, such as caller group membership?

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2. Mapping Metrics into Dashboard and Exporting Data

Once I have the desired set of incidents filtered and the metric data populated (either using metric definitions or other means), I would like to visualize this data in a ServiceNow Dashboard.

What is the best approach to map these filtered incidents (e.g., reassigned incidents with resolution time) into a dashboard widget?

Should I be using Performance Analytics widgets, report widgets, or something else?

Lastly, I would like to enable exporting this filtered data to Excel directly from the dashboard.

What is the recommended way to embed an export option within a dashboard, or alternatively, allow users to export the data from the report/widget?

[AyushKumarM]

Hello.

For historical data you can use performance analytics as it provides greater flexibility. 
For your incidents from caller belonging to group - You can either set caller has one of groups or use 'Group by' in data source, depending on your requirements and the visualization selected.


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