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.

[niharika verma]

what should I do to get distinct incident count, for last week it shows 2000+ tickets. I think it is counting reassignment to Service desk too.

[Swapna Abburi · Accepted solution]

hi @niharika verma 

You can use list or other report type and then group by Incident number. This way you will get the unique count of incidents. 

if you directly count from Incident Metric table, you may see more than one entry for an Incident if the incident is assigned more than once to Service Desk in its life cycle.

[mujeebqasimi]

Hope this helps,
Let me know if you need any clarification.
Change value to your service desk group name

[maggieo]

you can also use the Group Reassignment Logs [u_group_reassignment_logs] table or another way if the incident wasn't assigned but touched, you can use the incident table along with the related table