Reporting on incident_metric reassignment

Andrew_TND
Mega Sage
Mega Sage

‎10-28-2019 08:54 AM

Hi everyone, 

I am trying to report on how many times an incident has been bounced around between assignment groups. I can get the information and happily export it into excel to create a meaningful pivot.

However, where would be the fun in that. I am really struggling to create some kind of meaningful graph/chart which represents the reassignment values in our instance.

Has anyone achieved this? 

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johnhebenstreit
Tera Contributor

‎10-28-2019 09:13 AM

Andrew,

 

We are accomplishing this by using an "assign to" metric.  Anytime a ticket is assigned to a new assignment group, the metric is created. We then run reports on the metric table to extract the information.

 

FYI,

John

Ct111
Tera Sage

‎10-28-2019 09:15 AM

Hi Andrew,

 

Refer the below link it will definitely give you an idea.

 

https://community.servicenow.com/community?id=community_question&sys_id=3a738f25dbd8dbc01dcaf3231f96...

 

Besides that don't forget that thee is field called  reassignment count on incident which helps in understanding how many times it has moved to and fro.

 

Mark my ANSWER as CORRECT n also HELPFUL if it works