Extract a report of Incident Ticket Transferred Details based on Assignment Group

[sakthi3]

Hi All,

I just want to know how to extract a report of a team (example - Team A) who handled Incident tickets yesterday along with any hopping happened with different assignment groups.

Please note that I don't have access to create new metrics in ServiceNow.

[Uncle Rob]

Gotta be precise.  Are you looking for any assignments related to tickets currently assigned to Team A?
Or are you looking for any assignments that Team A performed?
Or are you looking for any assignments that Team A received?

[sakthi3]

Sorry, If my question is not be clear.

My actual requirement as follows:

• There is a “Team A” assignment Group who’s handling an Incident Ticket.
• I want to extract the “Team A” handled tickets on yesterday.
• There is a possibility of tickets which are handled by Team A is also handled by different Team earlier or later yesterday.
• I want to extract that information in one shot.

I hope the above one it's cleared.

[Uncle Rob]

Look at Metric Definitions and Metric Instances.
There should already be a Metric Definition for Assignment Group that's generating Metric Instances.

Report off the Incident Metrics table.  Make sure you havea  condition that filters for the Metric Definition of "assignment group".  Then add a condition where the mi value is = TeamA

Metric Definitions will create a record any time a value changes.  So any time TeamA has been assigned a ticket, a metric instance will be immediately created.  Just condition in some dates and you get all assignments they received in an interval whether or not the tickets are still assigned to TeamA

[Adam Stout]

1) What Robert said.

2) You may want to look at SLA breakdowns, it may give you the info you are looking for.