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In Servicenow, what is the process for retrieving the date incident was assigned to a particular group?

asked 2021-12-26 11:00:00 +0000

pufferfish gravatar image

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answered 2021-04-26 18:00:00 +0000

lalupa gravatar image

The process for retrieving the date incident was assigned to a particular group in ServiceNow is as follows:

  1. Login to ServiceNow as an admin or a user with appropriate privileges.
  2. Navigate to the Incident form by using the navigation pane, the search bar, or the Service Catalog.
  3. Open the Incident whose date of assignment to a particular group you wish to retrieve.
  4. Look for the ‘Assignment Group’ field on the Incident form, which holds the name of the group to which the incident is currently assigned.
  5. To retrieve the date of assignment, locate the ‘Work Notes’ section of the Incident form.
  6. In the Work Notes, you should be able to find a note denoting when the incident was assigned to the current group.
  7. If the Work Notes don't contain this information, you can navigate to the Incident's Journal Entries section to check if that data was recorded in any of the past entries corresponding to the particular incident.

Note: The exact process may vary depending on your organization's customization of the ServiceNow platform.

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Asked: 2021-12-26 11:00:00 +0000

Seen: 8 times

Last updated: Apr 26 '21