Count of Incidents Reassigned from a specific group

Amber Anten · ‎03-25-2024

I am trying to create a report that will show me incidents that were initially assigned to "ABC" assignment group, but they were reassigned to some other group.

I do not care what assignment group the incident was reassigned to.

I want to know ONLY the incidents that were initially assigned to "ABC" assignment group.

I don't need to know how many times it was reassigned.

I would like to filter on the date the incident was initially assigned to ABC group.

My problem is that yes, I can get a report to show me Incidents that have a reassigned count >1 and that at some point it was/is assigned to ABC. I don't want that.

I have searched the forums and there are "close" answers to this, but nothing that I can find that gives me a simple answer to the question. "How many times was "ABC" group assigned an incident last month and they had to reassign it?"

Amit Gujarathi · ‎03-26-2024

HI @Amber Anten ,
I trust you are doing great.

Create an Incident Metric Definition:
- Define a metric that captures the initial assignment group of incidents.
- Ensure that this metric is populated only upon the initial assignment and remains unchanged throughout the incident's lifecycle.
Implement the Metric Logic:
- Use Business Rules or Script Includes to populate the metric field upon the initial assignment of the incident.
- Ensure the metric field remains static once populated, capturing the initial assignment group.
Create a Report:
- Utilize the incident metric created to filter incidents initially assigned to the "ABC" group.
- Compare the current assignment group with the initial assignment group to identify incidents that were reassigned.
- Exclude incidents that are still assigned to the "ABC" group.

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Regards,

Amit Gujrathi

View solution in original post

AndersBGS · ‎03-26-2024

Hi @Amber Anten ,

Yes, you have understood it correct.

Below is an incident_metric for specific assignment:

The code utilized is:

// variables available
// current: GlideRecord -  target incident
// definition: GlideRecord -  (this row)
    if (current.assignment_group.sys_id == '97a2b0616fc331003b3c498f5d3ee437') {
        createMetric();
}

var assignment = current.assignment_group.DisplayValue;
function createMetric() {
  var mi = new MetricInstance(definition, current);
  var gr = mi.getNewRecord();
  gr.field_value = current.assignment_group;
  gr.start = current.sys_updated_on;
  gr.calculation_complete = true;
  gr.insert();
}

(remember to update the sys_id of the assignment group.

This will give you below:

So basic, a metric will be created when incidents is assigned to Service Support assignment group.

Now then just create a report based on the incident_metric table:

With below conditions:

Which will give below:

Above refers to, that the assignment group is "Hardware", but the incident has been assigned earlier to "Services Support.

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

best regards

Anders

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

Best regards
Anders

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