Metric Defintion – Get the First Assignment Group

Simple solution to track the first assignment group of any Incident. Useful for reporting on how many escalations by certain teams, such as Help Desk.

Go to Metrics -> Definitions. Create New

Name: First Assignment Group

Table: Incident

Type: Script Calculation

Script:

// variables available
// current: GlideRecord -  target incident
// definition: GlideRecord -  (this row)

if (current.sys_mod_count == 0) {
    createMetric();
}

function createMetric(value) {
    var mi = new MetricInstance(definition, current);
    if (mi.metricExists())
        return;

    var gr = mi.getNewRecord();
    gr.field_value = current.getDisplayValue('assignment_group');
    gr.field = null;
    gr.calculation_complete = true;
    gr.insert();
}

Example:

This will be tracked in the incident_metric table.

instanceName.service-now.com/incident_metric_list.do?sysparm_query=mi_definition.nameSTARTSWITHFirst%20Assignment%20Group&sysparm_view=

Value = the first assignment group

Assignment Group = the current asssignment group.