List of incidents reassigned from one group to other by an agent

[Priyanka_Dutta]

Hi All,

How can I get a list/report of all the incidents that I have moved from my assignment group to another.

I work as a Service Desk agent and several times I re-assign tickets which are not in our scope. 
Example - If I have received a ticket which should be dealt by network team, I had changed the assignment group to Network. 
I am practicing on demo instance as I am a beginner on ServiceNow. Please help me. 

[Akash4]

Hi Priyanka,

You cannot find the audit (old and new values of a field) from Incident table. One way to find is from "https://<instance>.service-now.com/sys_history_line_list.do". If you are admin, you can go to this table and add filters like below based on your need:

You can use the Update number (above is 😎 which tells, the record INCxx9009 is updated by changing Assignment group 8 times (the first will always be from Empty to a Group)

[Anurag Tripathi]

I would suggest you create a metric definition for this and report on that.

New Metric definition can capture when Assignment group changes form X to any, Check your instance there might be something there already that you can use.

Reporting on History is really not recommended.

[NicolaH]

Hi anurag are you able to explain in more detail how you would create this metric defintion and create a report in PA to visualise the results?

Thanks