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When the assignment group on the incident form is changed, display the assignment group's manager
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04-29-2024 12:12 AM
Solved! Go to Solution.
05-01-2024 06:32 AM - edited 05-01-2024 10:02 AM
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05-01-2024 10:02 AM - edited 05-01-2024 10:03 AM
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I currently have a business requirement to capture the first assignment group of any given # of tickets in a report. For example, I would need a report that shows all incidents where the first Assignment group was "Test AG" over the last week. I'm unsure of how to achieve this, any ideas?
Tera Expert. 04-26-2013 02:16 PM. In the next few weeks Incident will be implemented. There is a new issue that is causing problems. There are very strict rules regarding Assigned To and Assignment Group. This information is critical to reporting. Some of the programming is now creating issues. There is too much programming on these fields.
The way you described it can be done with the assignmemt group metric. This is an out of box metric definition that gives duration of any incident assigned to a group.
Calculate the duration of an incident based on the Assignment Group. Most of the cases, the incident will be traversed to multiple teams for resolution. In such cases, if we want to calculate the duration.
How to Create an Incident Report Based on Assignment Group in ServiceNow. 241 Likes. 45,875 Views. 2021 Sep 10. See our ServiceNow services here:...
There are two ways to assign an incident to a group or a user: On the Incident form, there are two fields: ‘Assignment group’ and ‘Assigned to’. You can assign a group or a user by clicking the lookup icon next to these fields and selecting an appropriate group or a user. You can set assignment rules from System Policy > Rules ...
In this ServiceNow Tutorial, Colin Christie gives an example of Incident Assignment Group from CI in ServiceNow. Define assignment rules to identify the right group or the user which is...
I WANT a new field called "Resolution Group 1" of type reference to the table Groups [sys_user_group] located below the field Assignment Group. I want the field Assignment Group to be mandatory when the incident is in any state but New.
We made a "Summary - Assignment Group" list field that populated with each unique group that the ticket has ever been assigned to. Then you could easily make a function field to report on whatever is first in that list.
Instead, follow the below steps. Essentially, any field from a related table can easily be pulled into the form. - Right-click on the form header and click on 'Configure > Form Layout'. - On the left-hand side of the 'Slush Bucket', navigate to the 'Assignment group field.