how can i report on how long a ticket has been with the opening group before being assigned to another group

[emmab1]

how can i report on how long a ticket has been with the opening group before being assigned to another group

can I use standard servicenow reporting or do I need an addon?

[rlatorre]

Consider a duration metric on the Assignment group field.

Metrics

Sample field value duration script

[emmab1]

Many thanks

[Patrick Schult2]

This should be a Metric included with the base system. Look in Metrics > Definitions to see if there is one for it. You'll see it listed as a "Field value duration" for the Incident table, and the assignment_group field.

When you go to report on this, you'll run the report against the Incident Metric table, and do a query of "Definition | is | Assignment Group". It will show the duration and start/end times for the time the incident was with a particular group.

[emmab1]

Thankyou very much