how can I pull historical data to check if a ticket was assigned to Service desk

[niharika verma]

I need help with creating a report where it shows when in the history of a ticket, it was assigned to Service desk.

example: on 1st oct the ticket was assigned to Service desk

on 5th oct, the ticket was assigned to application team

I need this ticket to show up in a report displaying the tickets that were assigned to Service desk in this week.

[mujeebqasimi]

Report off sys_audit for the assignment history.
Table Name = incident, Field Name =  assigned_to, Document Key = incident sys id, new value = Service desk Desk, Created on This week or Last week

[mujeebqasimi]

@niharika verma 
 like Swapna and Anders said, there’s a table called incident_metric that logs all that stuff. just filter it by definition = assignment group and throw in your Service Desk sys_id in the value. that’ll show you when it was assigned there.

[Swapna Abburi]

Hi @niharika verma 

You may use "Incident_metric" table by filtering "Definition" as Assignment Group.

[AndersBGS]

Hi @niharika verma ,

 if I remember correct, then there is an OOTB incident_metric called assignment group which logs every assignment group an incident has passed through.