Report on previous "Assigned To"

[Yogita11_]

Hello all,
We need to build a "trend" type report based on previous "Assigned to" of incidents and requests.

For example, if Abel was the first assignee of an incident and it was later changed to John, the report will display the data as it is now configured. However, there is no option to present data based on the previous assignee. We need to generate a trend report that includes data from past assignees.

For example -The record count to show which records are currently allocated to John and which were assigned to him in the past.

Does anyone have any suggestion?

[Sujatha V M]

@Yogita11_ Please navigate to Metrics -> Definition, you already have the metric definition defined for below on incident table.

For request, you might need to create one for tracking. 

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[Yogita11_]

Hello, @Sujatha V M.

We can create a report utilizing metric definitions.However, creating an interactive filter for an assigned to is not possible because if we select the assigned as it is, it will filter the records based on current assignments, but to filter on previous assignments, we need to add a filter on value, which is a string field; I have searched extensively and have not found a solution.

[Amit Pandey]

Hi @Yogita11_ 

I don't see any other OOB solutions other than metric definition. Alternatively, you can create custom Previous assigned to field and store the values in it. Based on the fields, you can create your own report. Still, would request you to stick to metric definition way.

Regards,

Amit

[Tsura Andreeva]

you might want to consider creating a content block to Search on the value of the metric definition, and next to that widget in your dashboard add the Assigned to list view with data for assignment group and assigned to, that way people can search on specific name based on the captured value in your metric instance