How to capture the incident life cycle assignment group changes and who assigned it

[Naresh_5120]

Hi Community,

I have received a requirement from our client to build a report on incident table to show the life cycle of incident, specially the would like to capture the total reassignments of incident, not just the count but the actual groups between tickets transferred, and who transferred, for example Person call Mr X transferred the ticket from group A to B , person Y transferred the ticket from group B to C, would like to capture these changes and build the report to show these assignment. 

I am trying to build this report incident_metric table but somehow could not find the option to show the tickets re-assignment changes.

Regards,

Naresh

[KeerthiP]

Hi @Naresh_5120 

You can achieve this by following below steps.

Create a Database View
Combine the incident, metric_instance, and metric_definition tables to create a comprehensive view of incident reassignments.
Navigate to System Definition > Database Views.
Create a new database view (e.g., incident_reassignment_view) and define the necessary joins.

Example Database View Definition
SELECT
inc.sys_id AS incident_sys_id,
inc.number AS incident_number,
inc.short_description AS incident_short_description,
mi.sys_id AS metric_instance_sys_id,
mi.value AS assignment_group,
mi.start AS assignment_start,
mi.end AS assignment_end,
md.name AS metric_name,
mi.changed_by AS changed_by
FROM
incident inc
JOIN
metric_instance mi ON mi.id = inc.sys_id
JOIN
metric_definition md ON md.sys_id = mi.definition
WHERE
md.name = 'Assignment Group'

Thanks,

Keerthi

[J Siva]

HI @Naresh_5120 

You can utilize the incident_metric table to create separate reports for assignment groups and assigned-to fields.

To build a report on the historical details of the "Assignment Group" field, you can use the "Assignment group" definition. Similarly, to create a report on the "Assigned To" field, you can use the "Assigned to duration" definition.

You can also create a custom definition to capture both the assignment group and assigned-to details for reporting purposes. However, this will only be applicable to new tickets.

Regards,
Siva

[Shivalika]

Hello @Naresh_5120 

There already exists one metric definition in OOB for Assignment group. 

 

This will become simple from here. As you can see you can do count here - Single score report, you can see the groups exactly and also when they were changed and everything . 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

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[Vasantharajan N]

@Naresh_5120 - You can use incident_metric "database view" as you rightly mentioned. To address the assignment change you can include the "Metric instance" created and updated time in the list view and order the list by number which will give you the report that you need with the reassignment details.