Count number of Assignees on a case

[JasonGay]

Hello.  We're an MSP that is looking to report on how many times a particular case gets reassigned to another person.  In this situation, we have 3 different assignment groups and we're NOT looking for the reassignment group field as that only shows when a case changes from one group to the next.

Rather, we're looking to be able to report on how many times a case gets reassigned to another team member so that we can understand what the customer experience might be when cases keep getting handed off.  In this particular instance, a case could bounce between different assignment groups, but we want to know each time the "Assigned To" field changes and count that.

Any suggestions?

-Jason

[Ryan_Gillespie]

My recommendation is to look at how the reassignment group logic currently works and rebuild that using a new field that instead looks at the assigned_to field. That's what I've done previously and was the most simple way to do it. Long term, that type of functionality has always been useful and is something asked for quite frequently.

There are ways you can use performance analytics for this but it's overkill.

[Ryan_Gillespie]

You can also use a metric definitions but I think it creates unnecessary overhead with such a straightforward ask and solution.

[JasonGay]

Thanks for the quick response.  As a relative newbie to ServiceNow, I have no idea where to even look for that.  Any pointers?

[Ryan_Gillespie]

There is a business rule on the task table called 'reassignment counter'.

https://YOURINSTANCENAMEHERE.service-now.com/nav_to.do?uri=sys_script.do?sys_id=226f34420a04bf070072...

DO NOT UPDATE THAT BUSINESS RULE. Use Insert and Stay.

Advanced should be set to true.

When to run:

When: before

Update: true

Advanced:

Condition: current.assignment_group.changes()

Script: current.reassignment_count += 1;

In your case, I would create a new field on the task table called 'Assigned to Counter' (or something like that). The field name would be u_assigned_to_counter.

Using that business rule, all you should have to change is the info in the advanced tab:

Condition: current.assigned_to.changes()

Script: current.u_assigned_to_counter += 1;