how can i report on how long a ticket has been with the opening group before being assigned to another group
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‎11-15-2016 11:08 AM
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?
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‎02-01-2017 02:28 AM
This would be the assignment group metric which shows how long the ticket has been assigned to a assignment group.
I'm just wondering how you would be able to find which group was the "opening group"?
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‎01-04-2019 11:21 AM
Did you find an answer to this?? i'm trying to find duration from opening the ticket to first group assignment as well.
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‎01-04-2019 11:26 AM
You should be able to find out who the first assignment group on the record was by querying the 'Record History' table sys_history_set
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‎01-07-2019 09:26 AM
Take a look at the SLA Breakdown Definitions in London (https://docs.servicenow.com/bundle/london-release-notes/page/release-notes/it-service-management/ser...). This may give you what you want with minimal configuration.
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‎01-09-2019 02:11 PM
SLA isn't tied to every incident so we can't report on this.
