Time taken from assignment group to till it get assigned to an individual engineer

[sindhu1]

Report on time taken by ticket to move from assignment group to assigned to

please tell me how to report on time taken from assignment group to till it get assigned to an individual engineer(assignee)?

[Slawek_Radziewi]

I would create a new field in table where I would store time taken to assign using script. 

However, you can also try to use metric_instance table where you have definition like Assigned to Duration.

You will know that first assignment was to Yash but still need to calculate time between Start and Creation of ticket itself.

[Himanshu Dubey]

Hi Sindhu,

You need to create a metric to calculate the time below link might help you 

https://community.servicenow.com/community?id=community_question&sys_id=8805cb2ddbd8dbc01dcaf3231f96...

Please mark correct and Helpful if it helps

Thanks & Regards

Himanshu Dubey

[Adam Stout]

To me, this sounds like an SLA.  Do you have an agreement or expectation on how long it should take from when an assignment group gets assigned to when the user should be assigned?

[Slawek_Radziewi]

That's right. We have Response SLA added to tickets and it is Completed when Assigned to is assigned and status changed to assigned. 

Then we have to report on task_sla table and response target SLAs.