ServiceNow report to see if any incident directly assign to group A before gourp B (expected)

[Bhushan S]

I've ServiceNow incident support groups called Support_L1 and Support_L2. I'm expecting that all incident should assign to Support_L1 group at the first place before it comes to Support_L2. However, there are some cases where others support teams are directly assigning incidents to Support_L2 without being assign to Support_L1 first.

How can I generate ServiceNow report where I can see that how many incidents are directly assign to Support_L2 before Support_L1 group. I'm trying to achieve this by doing attached filters in incident_metric table but not getting expected result.
Can someone please guide me or provide me steps to achieve this requirement please.

[JP - Kyndryl]

Hi Bhushan,

You may well do a report with Assignment Group is Support_L2  and  Reassignment count is 0,   but this will show only records that were handle by Support_L2 for all the ticket time.

The other solution is to create a custom field in the task table (u_1st_assignment_group) and to populate this first assignment group via a BR when u_1st_assignment_group is empty and assignment_group is not empty, then u_1st_assignment_group = assignment_group.

You can than report on the incident table with this new u_1st_assignment_group = Support_L2.

[Bhushan S]

Thanks JP for this solution.
As per my understanding this solution will only work in case of one pathway i.e. incident assigned to Support_L2 from Support_L1. However, in some cases Reassignment count will be more than 5..10.. or even 20 which means many time incident goes back and forth ways with multiple assignment groups.

example, if incident 123 is firstly assigned to Support_L1 and then Support_L2 (as we expected), but later Support_L2 team has assign incident to another team i.e. Support_L3 for further investigation and Support_L3 team has assigned 123 incident back directly to Support_L2 and here again we are expecting to go via Support_L1 first and then Support_L2 (as always). 

I think I've achieved this requirement with below filters using (incident_matric) table, however I'm getting multiple other assignment rows for one particular incident which I need to EXCLUDE if Value (assignment group) associated with one incident record is not present anywhere in the one single incident matric. PFA ServiceNow report screenshot.

[JP - Kyndryl]

Hi Bhushan,

I doubt that this will work with the incident_metric table.

For your requirement it will be easier to forbid anyone to assign an incident directly to Support_L2,  unless the user is from Support_L1.  And then post a message on the screen telling the user that they need to go thru Support_L1.

[Bhushan S]

Thanks JP.

This will also work for me if ServiceNow is giving me an ability to somewhere block this assignment flow (directly assign incidents to Support_L12 without being followed by Support_L1 at the first place) and only allow incidents to be assign from Support_L1 assignment group ONLY.

Could you please provide me a solution to get this implemented with configuration steps (if possible).