Help with Creating a Report

[niharika verma]

I need to build a report with the following scenario:

a ticket assigned to Service desk was escalated to Client support group A (this time the incident is on hold and on hold reason is escalated to Client; for sctask the state is escalated to Client)

the same ticket was then reassigned to Client support group B

I want help in building report that will show that the ticket was initially assigned by Service desk to Client support group A

I am unable to generate this through incident metric or audit table. 

any ideas please?

[SVimes]

Reports are always going to show a current state when it runs, metrics are going to have multiple entries depending on their configurations, and getting current and previous for comparison is the trick here. Here is an idea (if not an admin or no access to scripting, work with development teams)

1. Create a Metric Definition that doesn't run automatically. No table, field, etc.
2. Create a Business Rule to create the metric when assignment group changes from Group A to Group B (you'll be able to populate the metric_instance record however you need this way)
3. Run a report on instances of that metric being created by the Business Rule

[rickflair]

Thank you!