Reassignment Count shows 1 after first assignment

[Joe Weisiger]

Hello,

I noticed that I have multiple incidents with a reassignment count of 1 that were never reassigned.  This happens on incidents that get created without an assignment group and when the incident gets assigned the first time it counts it as a reassignment.

Looking at the Business Rule in incident called "reassignment counter" it shows the following:

• Condition:  current.assignment_group.changes()
• Script:  current.reassignment_count += 1;

What would I need to add so that it only changes the reassignement count when an incident changes from one assignment group to the next?

Thanks,

Joe

[Pradeep Sharma · Accepted solution]

Hi Joe,

Modify the condition field to current.assignment_group.changes() && JSUtil.notNil(previous.assignment_group)

-Pradeep Sharma

[Joe Weisiger]

Hi Pradeep,

This worked.  Thank you for the help!

Joe

[Allen Andreas]

Hi,

I believe this is intended design...since it's useful in reporting to show that this ticket was reassigned, technically it was...from empty (which per assignment rules and best practice is that it really shouldn't land to NO group)...

Just throwing this out there, if you wish to go ahead with the change, look at Pradeep's response above 🙂

Please mark rely as Helpful/Correct, if applicable. Thanks!

[davidgustafsson]

Hi,

Sure, technically it is a reassignment. I think that we all do agree that no ticket should be created without an Assignment group. That is not an issue.

But take the example when that happens. Observe "when" and not "if". If you look at the statistics afterwards, would you like it to show the ticket being reassigned 1 or not at all if a user grabs it and adds its own Assignment group?

I wouldn´t.

If I would like to show there being som issue with tickets not being assigned to a group from start you have the possibility to add a metric for that to show on a homepage.

So I have a hard time seeing this as anything else than a bug.