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]

As a side note, you do NOT need to display this field on your form.

[JasonGay]

This was super helpful.  I think I'm missing something.  I was able to create the column in the Task table successfully and I created a new Business Rule called reassigned user counter.  (All of this is being done on our Dev instances of ServiceNow for the time being.)

I then created a new case and a report filtering down to that case to show the columns.  It's not updating.  I've got to be missing something somewhere, but I'm not clear on where.  Any further suggestions?

[Ryan_Gillespie]

Can you provide a screenshot of the other tabs for the business rule?

Also, make sure you put it into an actual update set - don't use the Default update set.

[JasonGay]

As for not using the Default Update Set, can I just delete that row?  When I look at the original reassignment counter, there is nothing in that section at all.

[Ryan_Gillespie]

The original reassignment counter won't be in an update set because it's part of the application. I wouldn't delete that row, I would just create a new update set and make a small change to this (maybe update the name or something), save it so it's captured in your new update set and then you can rename it back, resave.