Total tickets logged today be team

[MunafbhaiU]

How to get total tickets logged today by Team? This should also capture the tickets that were created by Team A but now assigned to Team B. 

[Mohammed8]

I'm not sure you are asking for report or scripts but the use-case is pretty real and here is my take on it:

Using the background script helped verify two things. I used the Network team for testing, but the same logic works for any assignment group by using its sys_id.

1. Which incidents were actually created today and are currently assigned to the Network team

2. Whether the earliest assignment_group value in the audit history belonged to the Network team

Based on that, the script was able to correctly identify:

• Tickets that were originally logged with the Network team

• Tickets that were logged with the Network team but later reassigned to another team

var networkTeam = '287ebd7da9fe198100f92cc8d1d2154e'; // network team sys_id in my case, you check for any also

var currentNetwork = [];
var reassigned = [];
var seen = {}; // avoid duplicates

// STEP 1: Get all incidents created today
var inc = new GlideRecord('incident');
inc.addQuery('sys_created_on', '>=', gs.beginningOfToday());
inc.addQuery('sys_created_on', '<=', gs.endOfToday());
inc.query();

while (inc.next()) {

var sysId = inc.sys_id.toString();
var isCurrentNetwork = (inc.assignment_group.toString() == networkTeam);
var everAssignedNetwork = false;

// STEP 2: Check audit history → did NEW_VALUE ever equal NETWORK?
var audit = new GlideRecord('sys_audit');
audit.addQuery('tablename', 'incident');
audit.addQuery('documentkey', sysId);
audit.addQuery('fieldname', 'assignment_group');
audit.addQuery('oldvalue', networkTeam); // touched network at least once
audit.query();

if (audit.hasNext()) {
everAssignedNetwork = true;
}

// STEP 3: Categorize
if (isCurrentNetwork) {
// category 1: currently network
currentNetwork.push({
sys_id: sysId,
number: inc.number.toString(),
short_description: inc.short_description.toString(),
caller: inc.caller_id.getDisplayValue()
});
} 
else if (everAssignedNetwork && !isCurrentNetwork && !seen[sysId]) {
// category 2: reassigned from network
seen[sysId] = true;

reassigned.push({
sys_id: sysId,
number: inc.number.toString(),
short_description: inc.short_description.toString(),
caller: inc.caller_id.getDisplayValue(),
current_group: inc.assignment_group.getDisplayValue()
});
}
}

// ===================== RESULTS ==========================

// CURRENT NETWORK
gs.print("========== CURRENTLY ASSIGNED Incident ==========");
gs.print("Total: " + currentNetwork.length);
gs.print("---------------------------------------------------");

for (var i = 0; i < currentNetwork.length; i++) {
var r = currentNetwork[i];
gs.print((i+1) + ". " + r.number +
" | Caller: " + r.caller +
" | " + r.short_description +
" | sys_id: " + r.sys_id);
}

// REASSIGNED
gs.print("\n========== REASSIGNED Incident ==========");
gs.print("Total: " + reassigned.length);
gs.print("---------------------------------------------------");

for (var j = 0; j < reassigned.length; j++) {
var x = reassigned[j];
gs.print((j+1) + ". " + x.number +
" | Caller: " + x.caller +
" | " + x.short_description +
" | Now in: " + x.current_group +
" | sys_id: " + x.sys_id);
}

Background Script Result:

 Result Verification:

Note:

In this use case we are checking just one day but the audit table is a heavy table, so this approach should only be used when the time window is small. 

If you find this answer useful, please mark it as solution accepted/helpful.

Thanks and Regards,

Mohammed Zakir