Can Report show the incident that had been assigned to specific AG but not ended with the same AG?

[jlwh418]

Scenario:

I have an AG (a) which is responsible for receiving all incident tickets including inquiry ones.

However, when the ticket is confirmed not managed by AG (a), then AG (a) will re-assign to AG (b) or some other groups.

Apart from the reassignment count which is available in the report filtering in OOTB, is there any parameter to specifically show the ticket that has been assigned to AG (a) but ended up resolved by AG (b)? Thanks.

[AndersBGS]

Hi @jlwh418 ,

You can utilize the incident_metric capabilities to report on specific assignment group. Lets say, value should be captured when AG is (A). Afterwards you create a report based on the incident_metric definition that you have created with the filter condition, that the "assignment group is not (A).

Based on above, you will se all incidents which have been assigned to (A), but is no longer assigned to (A). You can read further here: https://docs.servicenow.com/bundle/vancouver-platform-administration/page/use/reporting/task/create-...

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[Dr Atul G- LNG]

HI @jlwh418 

OOTB, it is achievable via metric. 

https://INSTANCENAME.service-now.com/now/nav/ui/classic/params/target/metric_definition.do%3Fsys_id%...