How to pull the time when the incident was assigned to any Assignement Group

[shaik_irfan]

Hello,

we need to pull a report where we need to pull the Assigned Time when i the Assignment Group is gets Change or When the tickett was first assigned to any Assignement Group.

I created a report on Incident Metric table i able to find Duration how much time did any Assignement Group worked on but i unable to see when it was assigned.

[Josh Cooper]

No problem, this comes up quite often!

Change your Table to "Incident_metric", and filter for the Metric Definition called "Assignment Group".  It's what's called a Field Duration metric, so the system keeps track of the start/stop/duration whenever the value changes.  Include any fields you want from the Incident record, but also add the "Value" from the Metric Instance table, which is the captured assignment group (the incident will show who is currently assigned, but that may change since the metric was collected).  Also add the Start, and Duration (from MI, for Metric Instance) if you like.  

[Sanchit Joshi]

Hi Josh, 

I am also facing the same problem as above. Can you plz elaborate the steps which you have mentioned above. I am unable to join Metric Instance table after setting filters for Incident metric table. What steps are to be followed for linking both tables. I tried related lists but it shows NO matches found. Thanks in Advance.

[Keerthi Kesani1]

Hi Irfan,

You can create a new date field and make it invisible on the form. Then Create a Business rule with condition assignment group changes and in the script, you can add the below

var date = current.sys_updated_on.getGlideObject();

current.newfield = date;

or

current.newfield = current.sys_updated_on.getGlideObject();

[Josh Cooper]

This works as well, but only for the currently assigned assignment group, it would be overwritten as soon as you changed it. The out of the box metrics will track for all assignment groups that were ever assigned to the ticket.  For this case, it'd probably be better to use the out of the box incident_metric table just to avoid adding a custom field, when it's already being calculated for you in the incident_metric table