Report for Reassignment Count Incident

[Aryan]

Hi Team,

I have two requirements for Report

1. Weekly view of how many tickets re-assign more than 3 times (if ticket count in one week it wont count in any other week.)

2. Graph view for the Assignment group that show which assignment group re-assign task more than 3 times.(If Incident count in one assignment group it wont count in another assignment group)

Report 1 (Weekly View)

Week 1 - 24 ticket

Week 2 - 22 ticket

Week 3 - 21 tickte

Report 2 (Graph view)

Service Desk - 10 ticket

Analytics - 50 ticket

[vaishali231]

Hey @Aryan 

The main challenge is avoiding duplicate counting. The same Incident can be reassigned several times, move across weeks, and pass through multiple Assignment Groups.

Report 1: Weekly View

Count only Incidents where the Assignment Group changed more than 3 times.

The Incident should be counted only once, using the week in which it first crossed the 3-reassignment threshold.

Example:

INC0010001

Group A → B → C → D → E

This is 4 Assignment Group changes, so the Incident qualifies. If the 4th change happened in Week 2, it belongs to Week 2 only, even if it is reassigned again in Week 3.

Expected report:

Week 1    24

Week 2    22

Week 3    21

Report 2: Assignment Group Graph

For the graph, do not report directly on Assignment Group history because one Incident may appear under multiple groups.

Instead, assign each qualifying Incident to one reporting Assignment Group. I recommend using the Assignment Group at the point where the Incident crossed the 3-reassignment threshold.

Example:

1st → Service Desk

2nd → Network

3rd → Analytics

4th → Service Desk

The Incident is counted once under the Assignment Group associated with the threshold event.

Expected graph data:

Service Desk    10

Analytics       50

Implementation

Because this requires historical counting and deduplication, a simple Incident report is not enough. Maintain reporting values for each qualifying Incident, such as:

Reassignment Count

Reassignment Qualified

Qualification Date

Reporting Week

Reporting Assignment Group

Then the reports are simple:

Report 1

Filter: Reassignment Qualified = True

Group by: Reporting Week

Count: Incidents

Report 2

Filter: Reassignment Qualified = True

Group by: Reporting Assignment Group

Count: Incidents

This ensures each Incident has only one reporting week and one reporting Assignment Group, so it cannot be counted multiple times.

One important point: define a reassignment as an actual change to the assignment_group field, not simply a change of the Assigned To user.

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh

Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb