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

[Allen Andreas]

Hi,

We can view this from both sides, so I'm not sure you and I discussing it would really matter as debate just entrenches people deeper in to their own point of view (for the most part - haha), but since you replied directly to me, I figured I'd respond.

It's not a bug as the literal thing it is checking for...is a reassignment. From empty to something is a reassignment. I'd personally like to know how often the assignment group is changing...whether that's from empty (which shouldn't be happening) or from another group. Then my reporting team would dig-in and look at all reassignments and see why that's happening, then we'd fix it or attempt to fix it.

So we both can argue our separate sides. Either way, to adjust this, follow the correct answer in this post, otherwise, OOB, it will track a reassignment from empty, as by design.

Thanks!