How to show the duration of time a ticket is assigned to a various assignment groups?

[kaylynny]

Assumption:    A ticket is re-assigned to multiple assignment groups before it is closed. 

I need to create a report that shows the amount of time a ticket is assigned to a given assignment group.     

What are the steps required to provide this information?  

Example:   INC001 opened on monday and assigned to Group 1 on Monday

                  INC001 then assigned to Group 2 on Tuesday 

                  INC001 then assigned to Group 3 on Wednesday

                  INC001 then assigned back to Group 1 on Thursday

                  INC001 Closed on Friday

Report:    INC001 - Group 1 - Total of 2 days

                               Group 2 - Total of 1 day

                               Group 3 -  Total of 1 day

[Adam Stout · Accepted solution]

You have two options depending on your needs.  

1) Metrics - https://docs.servicenow.com/bundle/madrid-platform-administration/page/use/reporting/concept/c_Metri...

2) SLA Breakdown Definitions - https://docs.servicenow.com/bundle/madrid-it-service-management/page/product/service-level-managemen...

[kaylynny]

Thank you.  I'll give this a try. 

[drona002]

Hello @Adam Stout  - the Metrics link you posted lists to a "Page Not Found" message. Is there an alternative source I can refer to?

[drona002]

@Adam Stout  The first link to Metrics leads to "Page Not Found". Is there an alternative resource you recommend?