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