Ticket Dispatch to other Assignment Group

[ariesashish29]

Hi Team,

I want to get service-now query to fetch ticket routed to other assignment group actioned by us. 

When report is fetched, by seeing report we should be able to know who from our assignment group has performed that action.

[Ramya V]

Hi @ariesashish29,

You can achieve this requirement using Metrics in ServiceNow.

OOTB, there is a Metric Definition available on the Incident table for the Assignment Group field (Type: Field value duration). Whenever the assignment group changes, a record is created in the Metric Instance table capturing:

• Previous assignment group (Value)

• Start and End time of the assignment

• Duration

• The record reference (Incident)

To identify who performed the reassignment, you can use the Created by field on the Metric Instance record, which stores the user who triggered the assignment group change.

Using this data, you can build a report and create a metric definition on the required table.

You can refer to the OOTB metric definition here:
https://<instance_name>.service-now.com/metric_definition.do?sys_id=39d43745c0a808ae0062603b77018b90

Please mark this response as Accepted Solution and/or Helpful if it resolves your issue.