How to get timestamp of various persons assigned to particular incident?

[Sanchit Joshi]

Hi all,  

I am automating report in which I am calculating timestamp of incident getting assigned to certain assignment groups and timestamp of person from that group accepting to that incident (assigned to). I have completed first part. Steps which I followed are - 

1. Incident metric table - selected required columns like number, assignment group, start, opened etc.

2. Set the filter condition as - Definition is Assignment group  and Value is "Software"

I got the start timestamp which tells me time when incident was assigned to that assignment group i.e. "Software". But there is a problem - In my personal instance of servicenow there were already incidents assigned to assign. group "Software." They do not get reflected in my above report. Only incidents which I created are shown and not the incidents which were already there. What can be the reason for this..?    

And if someone can help me with the second part that would be great..!

[Community Alums]

Hi, 

Metrics will not take care of your historical data and will only capture instances after the creation of metric definitions. 

Secondly as far as i recollect you won't be able to achieve doing metrics on two fields "assignment group and assigned to" in the same definition. 

You might want to consider doing two separate metrics and then do a database view on top of them to merge the data and show it in a single report. Thats a guess though.

Thanks
Ishan Parikh

[Sanchit Joshi]

Thanks Ishan. I did not know that Metric property which you mentioned. I am glad to know it now.

As far as second part is concerned, I am going to create another metric for that but I need some direction on that. If possible plz share.

Thanks again for the help. Appreciate.

[Community Alums]

Hi Sanchit,

There is an OOB metric definition for calculating the assigned to metrics. 
Please refer to below link and change the instance name to yours. 

https://YOURINSTANCENAME.service-now.com/metric_definition.do?sys_id=35f0791ac0a808ae008f0a2b1dc1030c&sysparm_record_target=metric_definition&sysparm_record_row=1&sysparm_record_rows=1&sysparm_record_list=table%3Dincident%5Efield%3Dassigned_to%5EORDERBYDESCsys_updated_on

Then you can create a database view --> https://docs.servicenow.com/bundle/london-platform-administration/page/use/reporting/task/t_CreateADatabaseView.html

Please mark answer helpful or correct based on the impact of the response. 

Thanks

Ishan Parikh

[Akshay14]

Hi Sanchit,

I was going through release notes and came across below which I thought could be useful to you.  

In London release ServiceNow released new feature called SLA breakdown. As name suggests this feature generate breakdown data for each task SLA record by the Assignment group and the Assigned to field. You can read more about this in Product docs(HERE). 

Thanks,

Akshay