Interactive Filter for Assignment Group or Assignment Group Manager

[Joy _FHLBSF_]

I was trying to create a report on average resolution of incidents (12 months) and I also finding out if I can do an interactive filter or somehow be able to create a filter which I can toggle and choose the average resolution time of incident per assignment group and assignment group manager. I am still quite new to reports/performance analytics and I don't do coding but appreciate any help. Thanks in advance

[AnveshKumar M]

Hi @Joy _FHLBSF_ 

You can certainly do it if you are using this report in a dashboard.

In the dashboard widget selection, select Interactive filter category and select reference type and the widget to the dashboard. Once it is added it will display links to configure, click on that configure the reference table as sys_user_group and save. Then in the Interactive filter references related lists  on the same page select new and in the form opened select the incident table and field as assignment_group.

Then in the dashboard, in editing mode, click on the gear icon of the report widget and select Follow filter.

For official documentation, refer the following link.

https://docs.servicenow.com/en-US/bundle/vancouver-now-intelligence/page/use/dashboards/task/t_Creat...

Please mark my answer helpful and accept as solution if it helped you.

[Joy _FHLBSF_]

Thanks AnveshKumar M. How do you do this though for Incident Assignment Group Manager?

[SwarnadeepNandy]

Hello @Joy _FHLBSF_ ,

To create a report on average resolution time of incidents, you can use the following steps:

• In the Report module, click Create New and select the type of report you want to create, such as a bar chart, a line chart, or a pie chart.
• In the Data tab, select the table or report source that contains the incident data. For example, you can select Incident [incident] or Incident with SLA [task_sla].
• In the Type field, select Average as the aggregation type.
• In the Fields to report on section, select the fields that you want to use for the report. For example, you can select Assignment group as the first field and Resolution time (calendar) as the second field. This will show the average resolution time of incidents by assignment group.
• In the Filter conditions section, add any filters that you want to apply to the report data. For example, you can filter by Closed date to show only incidents that were closed in the last 12 months.
• Click Run to preview the report and make any adjustments as needed.
• Click Save to save the report with a name and description.

To create an interactive filter that allows you to toggle and choose the average resolution time of incidents by assignment group manager, you can use the following steps:

• In the Interactive Filter module, click New and select Reference as the filter type.
• In the Title field, enter a name for the filter, such as Assignment Group Manager.
• In the Table field, select Assignment Group [sys_user_group].
• In the Field field, select Manager [manager].
• In the Default value field, select a default value for the filter, such as – None --.
• Click Submit to save the filter.
• Open the report that you created earlier and click Edit.
• In the Interactive Filters tab, click Add interactive filter and select the filter that you just created.
• Click Save to update the report with the interactive filter.

Now, you can use the interactive filter to select different assignment group managers and see how it affects the average resolution time of incidents by assignment group.

Hope this helps.

Kind Regards,

Swarnadeep Nandy

[Joy _FHLBSF_]

Thanks Swarnadeep. I got stuck on these steps

• In the Default value field, select a default value for the filter, such as – None --.
• Click Submit to save the filter.
• Open the report that you created earlier and click Edit.
• In the Interactive Filters tab, click Add interactive filter and select the filter that you just created.
• Click Save to update the report with the interactive filter

Would you mind giving me some screenshots? Thanks in advance