We have this report where the goal is to get the distinct count of tickets that went through X groups and are now assigned to the Y groups, but if a specific group (let's say X1 group) was the one who "last touched" or transferred the ticket to Y group then that ticket should be excluded from the final count even though X2 group also touched the ticket before X1.

I can do this report offline by using the incident metric table to extract the tickets that went through X groups, sort the Start date from newest to oldest, and then remove duplicates, so that the the row retained will be of the X group who last touched the ticket.

Now, there is a request to do the same report and add it in a ServiceNow dashboard for real time updates. I have tried explicitly excluding X1 group from the report, but this only excludes X1 from the list and so the ticket is still showing up since X2 also touched the ticket.

Any thoughts on how can this be done? The expert that we have talk to mentioned that this is possible with the performance analytics plugin, which we don't have. Customized fields would be a challenge as well since we don't own the instance and have no admin roles.