Avoid Unnecessary Customization for Tracking Assignments with Out-of-the-Box Metrics

This article discusses the unnecessary customization of tracking assignments in IT service management systems, specifically in ServiceNow. It highlights the use of Out of the Box (OOB) metrics for tracking assignment groups and assigned-to durations, avoiding the need for custom fields at the task level. The OOB metrics, such as "Assignment Group" and "Assigned to Duration," can be cloned and adapted for other tasks. The article also provides guidance on checking the data being tracked and filtering by metric definition and task.