Reassignment count by assignee Incident and SCTask Metrics

[ITProMD]

Challenge: Unable to find a way to report on "Reassignment Count" per Assignee (Assigned To)

Question:
Is there a way to report on how many reassignments per month an assignee does? Is this possible without using custom metric definitions?

Background:
We've already provided some Incident and Catalog Task metrics to our customer, to show where tickets have hit their assignment groups, then went on to be reassigned to the other appropriate groups who need to handle the tickets. The customer is not only interested in seeing which tickets were reassigned to other groups, they are interested in HOW MANY were reassigned per analyst. For example, John Smith received 16 incidents in October, and 4 of them were reassigned to other teams or analysts. They want to be able to see a report on assignees, to see how many tickets they reassigned vs how many they resolved. For instance:

-John Smith:
--Closed = 12
--Reassigned = 4
--Total = 16

[AnveshKumar M · Accepted solution]

Hello @ITProMD ,

If the audit is enabled for the table and the assigned_to field, you can make use of History Walker API and get these requirements calculated.

You can refer the documentation below.

https://docs.servicenow.com/bundle/xanadu-api-reference/page/app-store/dev_portal/API_reference/Hist...

To check if the audit is enabled or not quickly, open any Incident record and right click on the header and click on History then List. In the page opened if you see historical values for adsigned_to, the audit is in place.

 

Let me know if you still need some help with the script.

Please mark my answer helpful 👍 and accept as a solution ✅ if it helped you.

[ITProMD]

Anvesh, thank you SO MUCH for this.

I was able to go back and speak with our developers and mention this approach, to see if it can be implemented with or without an enhancement. I will keep you posted, and I will most certainly let you know if we need help with the script.

Greatly appreciated, have a great weekend!

[AnveshKumar M]

Hello @ITProMD 

Sure, let me know if you need any further help.