Looking for a way to track "assigned to" changes

[tsoct]

Hi, we would like to track the assigned to changes using metric.

I have created a custom field - old value to store the previous assignee.

My question is,   how should I capture the three important information below in metric?

1. u_old_value = previous assigned to

2. value = reassigned to

3. sys_created_by = the agent who did the ticket reassignment

ex: Alex updates the assigned to field from Mary to John.

u_old_value = Mary ;

value = John

sys_created_by = Alex

Thank you.

[snehabinani26]

Hi,

Do you want the duration of Assigned to or just the previous and new Value.

If Duration -- Then go ahead for Metric. Otherwise create a separate table to store all this values.

[tsoct]

Looking for the duration and also changes of the field. I am a bit clueless on where to start

[Gaurav Bajaj]

Hi

You can achieve everything with database view except capturing the sys_created_by as this is not captured by the metrics. ( value is system).

Please follow below steps to accommodate the person who changed the assigned to field.

1) Start by creating a custom field "Assignee Changer" and populate it with the logged in whenever someone changes the assigned to field.( you can write an after update BR to fill it)

2) Create a metrics definition for "assigned to" field.

2) Create a database view for your incident table and metrics instance as below

3) Now once you try it, you can apply the filter for your definition and then get all the relevant field in the list view.

Please mark correct/helpful based on the impact of the response.

Thanks

Gaurav