Creating a report with Assignment Group & Assigned to

Kellie3
Kilo Contributor

‎01-16-2019 08:59 AM

I've created a report that shows reassignment account of 0, so it will show all tickets that have stayed within the Service Desk group.

However I want to show when an incident has been touched by only 1 person within the assignment group. I can have assigned to same as ...... caller, opened by etc but our tickets may have been raised via our self service portal.

Anyone know what to choose? See attached of what I have now

TY

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Service_RNow
Mega Sage

‎01-16-2019 09:08 AM

Hi,

Please try to add conditions

find_real_file.png

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Adam Stout
ServiceNow Employee
ServiceNow Employee

‎01-16-2019 12:10 PM

I would either add a "Assigned To Reassignment Count" field that increments when assigned_to changes (the standard field increments when the assignment group changes I believe).  Or use a scripted filter to look at incident_metric view or metric_instance table to check where the count for assigned_to = 1.