Find out how many tickets were re-assigned from an assignment group

[Anonymus]

Hi,

If i am part of a support group ABC and I want to find out how many tickets from our queue were re-assigned or routed to other queues.
Initial assignment group is ABC queue and re-assignment groups could be any queue.

How to achieve this using reports/PA/metrics?

[Shubham_Jain]

@Anonymus 

1. Create an Indicator on the Incident table.
2. Use a breakdown by Assignment Group.
3. Filter for:
   • Initial Assignment Group = ABC
   • Reassignment Count ≥ 1
4. Use widgets to visualize trends over time.

[Anonymus]

There is no field for initial assignment group. Can you please share a Screenshot if possible

[Shubham_Jain]

@Anonymus  It was meant to 'Assignment Group' field. 

1. Create an Indicator on the Incident table.
2. Use a breakdown by Assignment Group.
3. Filter for:
   • Assignment Group = ABC
   • Reassignment Count ≥ 1
4. Use widgets to visualize trends over time.

[Mohammad Danis1]

Hi @Anonymus ,

Please find the link of similiar solved question:
Solved: Report on tickets 'touched' or 'handled' by an Ass... - ServiceNow Community


If my response helped please mark it correct and close the thread so that it benefits future readers.
Regards,
Mohammad Danish