Report to capture assignment group change from group A to group B for requests and incidents

[NaBian]

I am working on report

1.the number of incidents and requests(RITM) that have been assigned from Assignment group: A to group B. 2. the number of incidents and requests (RITM) that have been assigned from Assignment group: B to any other Assignment group

[Swapna Abburi]

Hi @NaBian 

For such report on Incident, you can use OOTB Metric definition. (Metrics -> Definitions)

Table name: incident_metric

Filter on Definition = Assignment Group.

For RITMs, if you have configured Metric Definition before, you can follow the similar approach to extract report. If no metric definition available for Group change of RITM, then you can create one. Metrics will be created for new RITMs.

[NaBian]

but how to track aissngment group change from L1 to L2?

[Bhuvan]

@NaBian 

Check if you have metric definition for this, if not create one. Table is metric_definition

Once metric definition is created, you can report from the table incident_metric or metric_instance table to get the assignment group changes and can create data visualization or report on incident_metric table to report on this information

Similarly once you create metric definition for sc_req_item table, you can get the details from metric_instance table for RITM Assignment group changes and report on it

Refer below articles for guidance

https://www.servicenow.com/community/platform-analytics-articles/measuring-incident-reassignments-to...

https://www.servicenow.com/community/itsm-forum/how-to-build-a-report-1st-handled-the-ticket-user-wh...

As per community guidelines, you can accept more than one answer as accepted solution. If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[MackI]

hi @NaBian 

1. Utilizing Core Metric Definitions
ServiceNow has a core functionality, separate from the premium PA offering, designed to track continuous changes to fields:
• The Metric Definition plugin (com.glide.metrics) can be activated to define metrics to monitor within the system.
• With these defined metrics and the information available within the database, it is possible to generate reports that can be added to dashboards or automatically generated and distributed.
Your requirement to count assignments from Group A to Group B is essentially a metric that tracks the historical state change of the Assignment group field. This historical data is typically captured by configuring a Metric Definition on the task table (or the incident and sc_req_item tables) to record every time the Assignment Group value changes.
2. Standard Reporting for Historical Data
Once the platform captures the metrics regarding when the Assignment group field changed:
• You would report directly against the Metric Instance table (or related database views) where these changes are recorded.
• You would filter these records based on the original group and the new group.
For example, to meet Requirement 1 (A to B): You would query metric records related to the Assignment Group field where the Value changed from Group A to Group B.
For example, to meet Requirement 2 (B to any other group): You would query metric records where the Value changed from Group B and the New Value was not Group B (and not empty).

It would be much easier , if you have platform analytics subscription--let me know if you are successfully implement platform analytics for the instance.

Disclaimer: Please note that the information and advice provided above are based on my personal experience and are not official solutions or professional advice from DXC Technology. No patent code or solution from DXC Technology has been shared

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