list of tickets assigned by Individual to a particular group

ramprasad_purru
Tera Contributor

‎07-31-2025 01:52 AM - edited ‎07-31-2025 01:56 AM

Hi All,

 

Please help me to identify, List of tickets assigned by user1, user2, user3 to a group1.

i tried metric_instance report with below filters. But is not giving actuals. 

ramprasad_purru_0-1753952013674.png

 

Even I tried sys_history_line table with below filters. It is also not accurate.

ramprasad_purru_1-1753952163709.png

 

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Ahmmed Ali
Mega Sage

‎07-31-2025 02:54 AM

Hello @ramprasad_purru 

 

The history you see when you open the records history list is stored in sys_history_set and sys_hystory_line tables. The record in these table are cleaned after 30 days of most recent use. The actual history is stored in sys_audit table, but it is not recommended to report against this table as this would cause performrmance impact as it could have billions of records.

details: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0547662

 

You can create a metric (scripted) to have user name and assignment group name stored when assignment group changed and then report against the same. 

 

Thank you,

Ali

 

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Thank you,
Ali

ramprasad_purru
Tera Contributor
In response to Ahmmed Ali

‎07-31-2025 04:03 AM

Hi @Ahmmed Ali ,

 

Can you help me how to create metric (scripted) ?

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