Report on Distinct incident number on Incident_Metric Table

[daniziz]

Hi all,

I have a Metric definition that stores historical assignment group of an incident. Now I want to create a report to see how many tickets have been assigned to a determinated group by month.

My problem is that my client is only interested on one assignation (If a ticket is assigned 2 times to the same group should not be counted as 2). This goes against metrics functionallity (It creates a record every time an incident is assigned to a group)  and im not able to get a ServiceNow direct report in order to achive this.

I have to download data to excel and delete duplicates by number and then count them in a dynamic table.

Is there any way of do this directly in serviceNow?

Regards.

Dani

[Adam Stout]

If you use metrics, you'll most likely need to create a new script metric that only fires when transitioning from no assignment to an assignment (and possibly only the first time).

However, I would look at having an Assignment SLA and then reporting on that. That will allow you to track this and set expectations.  It isn't just measuring results but instead driving better behaviors.

[Shweta Gupta]

Hi Experts,

Can you please help me to create report on number of Incidents who was on hold during the life of the Incident .

I was trying to create it using incident metric table where value is On Hold but its giving me duplicate records as many of the Incidents went On Hold twice, thrice or may be more times . Can you please guide me how I can remove duplicates from Incident number column.  

Thanks in Advance ,

Shweta