Reporting on workgroups who worked on a ticket

cw82uk
Giga Expert

Hi,

Does anyone know if it is possible to report on tickets worked on/touched by a workgroup but they did not resole/close the ticket?

For example an incident might go to the Wintel team and then onto networks, could I report on all tickets that went to the Wintel team?

Thanks

Chris

1 ACCEPTED SOLUTION

Josh Cooper
ServiceNow Employee
ServiceNow Employee

There are a couple of new things that make this easier than it used to be:

As iamkalai posted, there's an Assignment Group metric that should be enabled by default, and it will track, for Incidents at least, each time the Assignment Group changes, and capture the start time, stop time, and calculate the duration from those.  So, in a pinch, you can create a report against the out-of-the-box database view called "Incident_Metric", which is a join between Metric Instance and Incident, so that you can group by Incident, and see each Assignment Group assigned.

Possibly even easier than that, depending on your use case - if, for example, you want to see just the assignment group history for a SPECIFIC incident rather than all of them, then you can see it from the Metrics Timeline.

Assignment Group, for some reason, I don't believe is Timeline enabled out of the box, but it's as easy as navigating (or having an admin navigate) to Definitions in the Metrics application and turn on the "Timeline" checkbox.  As long as the metric itself is active, then the timeline should be retro-active. 

find_real_file.png

Once it's Timeline enabled, and you have Metrics collected for Assignment group, then you can click the menu at the top of a specific incident to see the history of who was assigned and when.  It's also convenient for seeing which assignment group put it in a certain state - for example if you have an issue with large hold times, without the metrics, all we can see is that the ticket was on hold for 5 days and then resolved by this Assignment Group.  Using Metrics and the Timeline, it's easy to see if it may have been a different assignment group that held it in a hold status for extended times before passing it to the group that resolved it.

 

find_real_file.png

I wish I could show better what it looks like, but the data in my instance is terrible. Here's an example from the web:

find_real_file.png

 

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6 REPLIES 6

RKumar3
Tera Guru

Hi,

I implemented similar solution few years ago Eureka. Not sure if there is any OOB solution now for this.

 

I created a new table e.g. ticket_assignment which contained below column

Ticket(refers to task table), Current Assignment Group(refers to group table), Previous Assignment Group(refers to group table), Completed(true/false)

 

Wrote an after business rule on task table (you can change it to your required table if you don't want to apply it to all tasks) which runs on assignment group change and adds the new assignment group in Current Assignment Group column and old assignment group in Previous Assignment Group column, ticket number in Ticket column, Completed column is set to false if ticket is not yet resolved else set to true if resolved and inserts the record into the table. This way you will have full audit trail of ticket assignment and you can report on this table to list the tickets ever assigned to an assignment group by filtering on "Current Assignment Group" column on your desired assignment group.

You can also create audit trial of assignment times by adding Date Time fields to have audit trail of assignment time to a particular group and also calculate the duration a ticket was lying in the bucket of a particular group.

 

Hope this helps.

Please mark correct if it answers your question

 

Regards,
Rajnish Kumar

 

 

Kalaiarasan Pus
Giga Sage

Can you check if you have metric defined on assignment group on your table? If yes, you should be able to report on this using metrics. Each metric entry would define the groups that worked on a ticket. Any group that is not the same as the final assignment group are groups that worked on a ticket but did not resolve it.

Sorry could you provide some more details how to get if a metric is setup on a workgroup?

You can check this out and ask if you have any follow up questions

https://community.servicenow.com/community?id=community_question&sys_id=6b990fa5db5cdbc01dcaf3231f9619ea