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Assignment Group Reassignment Counts Report

felixmelendes
Kilo Contributor

‎04-03-2018 12:39 PM

Hello all, 

I am a junior servicenow admin for my company and was looking to get your assistance with formulating a report. 

We would like to capture a total count of incidents that were initially assigned to our Helpdesk group, but then was then reassigned to another group for resolution. 

I'm not sure how I can achieve this within reporting. See below screenshot. As it is now, this reports gives me a total count of INC assigned to that group, but I am needing to build on it further and differentiate incidents that were assigned to another group that is not ITHelpdesk. 

Your time and help is greatly appreciated. 

 find_real_file.png

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Adam Stout
ServiceNow Employee

‎04-03-2018 12:57 PM

You would either need to query sys_audit (which is never recommended) or create a scripted metric.  You may need to drive this from a BR since it should only fire under certain circumstances.

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Jai21
Mega Expert

‎04-03-2018 12:59 PM

 

 

The best way to see how many times the Help Desk 'touches' a ticket is to setup Metric

 

See link below:

 

https://docs.servicenow.com/bundle/jakarta-performance-analytics-and-reporting/page/use/reporting/task/t_CreateAMetricDefinition.html

 

Best,

Jai

 

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