How to report incidents & catalog tasks transferred from specific group (A) to specific group (B)

[GeoffreyM748107]

I need to report on incidents & catalog tasks where any of 2 L1 assignment groups (A,B) transferred a ticket to any of 2 L2 assignment groups (Y,Z).

Searching here and elsewhere online, similar questions usually get an answer mentioning using Metrics, but the metric instance only has:

- the "Value" field, which I could use to filter for my initial L1 groups (A,B)

- the "Assignment Group" field, which is the Group that closed the ticket... which isn't necessarily the group the AorB group transferred the ticket to for this metric instance

If "Value" is the old group transferring the ticket, then I seem to be missing a "new value" field equivalent in the metric instance to be able to know in what cases that ticket transfer was towards one of my 2 L2 groups (Y,Z).

If it can indeed be done via Metrics.. can anyone detail exactly how & what fields from the metrics table can used to get my result, because I am not seeing it.

If it cannot, is there another way?

Thanks in advance.

P.S. I do see the "old value" & "new value" fields in the sys_audit table.. but:

- if I run the report on more than 1 day of data, the report times out (so it's useless)

- most fields, ex: groups, are SysIDs not the group names (couldn't be less user friendly for anyone analyzing the data)

[AndersBGS]

Hi @GeoffreyM748107 ,

Yes, as you clearly state, then I would also recommend metric definitions - though a scripted metric definition. So instead of capture all changes in assignment group, you should only capture changes according to your requirement.

[GeoffreyM748107]

Even if I were to create a Metric to only focus on when 2-3 specific L1 teams transfer to 2-3 specific L2 teams, I wouldn't even be able to tell which one is transferring to which one in each instance.. making detailed analysis of the results difficult.

I'm sure most of our support teams would like to be able to analyze who is sending them tickets as well, so having to create an endless list of metrics to address each case seems quite inefficient.

If only Metrics could have the option of capturing an "old value" & "new value"... it would be more useful. 

[maggieo]

You can use the Group Reassignment Logs [u_group_reassignment_logs], to report on reassignments.

If you want to report on the SLAs and reassignments, use the SLA Breakdown by Assignment [sla_breakdown_by_assignment] table.

[GeoffreyM748107]

Is that "Group Reassignment Logs" [u_group_reassignment_logs] a custom table you have in your instance?... sounds like the type of table that would solve me issue, sadly I do not have one 🙂

May have to look into that.. since there seems to be no "easy" way to report on this OOO in ServiceNow.