Create a report on tickets that a user has assigned to various teams

[NolenS]

A team "Service Desk" wants to be able to see how many incidents a particular user on their team has "reassigned" to another team. For example, a networking ticket comes in as an inbound email and defaults to the "Service Desk", then a member of the service desk (Person A) will assign the incident to the Network Operations Center.  They would like to be able to more specifically see if an incident that they had assigned to a team got reassigned again. For example if the Network Operations Center routed the above incident to the DNS Infrastructure team I would like this incident to show up on Person A's report. 

Restrictions:

I am not able to use history tables like sys_audit for performance reasons

I am not able to add a custom table to store this data

Thank you in advance!

-Nolen

[Alp Utku]

 I would suggest you to create a custom field on sc_task table such as "initial assignment group" or "first assignment group" (this could be reference field referring to sys_user_group table)

Then, you could create a flow to update this field whenever a new task is created. You just need to copy the assignment group from assignment group field to your new custom field.

[Ankur Bawiskar]

@NolenS 

you can use Assignment Group metric for this

check these links

How to Create a Historical Report Based on Assignment Group Changes on the Incident Table 

Generate Report for Incidents handled or touched by your team even after reassignment in ServiceNow... 

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