Is there a way to count users who worknote an Incident and it assingment group?

[gmorales]

I got this requirement and I've tried everything, I tried to create a report from sys_audit table but is to limited, I tried to create a metric using this Script, but didn't work either (found on Re: Report on all the tasks updated by an user(Should include if the user previously updated the tas... ) I'm running out of ideas, reports are not my strong point.

var changedfields=[];

if(current.sys_updated_by.changes())

  {

  changedfields.push('sys_updated_by');

}

if(changedfields.length>=0)

  {

    var fields="["+changedfields.toString()+"]";

  gs.eventQueue("metric.update",current,fields,current.sys_mod_count,"metric_update");

Please if some have suggestion let me know.

[Abhinay Erra]

Can you elaborate your requirement a bit more?

[gmorales]

Need a to create a report   to count How many Agents (assigned to) have worknoted an incident,   and how many Assignment groups have been involved (could use the Reassignment count column)

so as an example:
                                            Work-noted count       --- Reassignment count
INC00001           3                                                                       2

Something like that, they want to keep track of how many agents were used to solve an incident and what groups were involved.

[Grammar edit]

[rlatorre]

Our Support department also struggles with "touches" for users/groups. Time worked is the best we've come up with so far.

But to help with group assignment history we populate the OOB field group_list each time an incident is assigned to a new group using this business rule on the change of assignment_group:

if (current.group_list.toString().indexOf(current.assignment_group.sys_id.toString()) == -1 ){
   var grpsAssigned = current.group_list.toString().split(',');
   grpsAssigned.push(current.assignment_group.sys_id.toString());
   current.group_list = grpsAssigned.toString();
}

One thing is this will not take into account if a group works on a ticket but is never actually assigned. That will need to be taken care of with process.

[gmorales]

I have tried the following:

Created a report against "sys_history_line" , then set Pivot table type report, added Row as user, column as set (to get INC number) then filtered by label worknotes, this gave me User who work note and a count, this work but can't figure it out how to add the group that user is member of.