URGENT : REPORT: how to pull a report of all catalog tasks assigned to a group

[saahilkumar]

Hi All,

Requirement: Need to pull a report of all the catalog task(sc_task) that were assigned to Service Desk at one or other point in this month.

The issue is since the Service Desk re-assigns the catalog task to other queues, so how to know how may catalog tasks were assigned to them this month.

For ex: Service Desk received 100 catalog task this month and they reassigned 90 to other queues. Presently, they have only 10 in their queue. But I would like to pull the report of all 100 catalog task that were assigned to Service Desk at one or other point this month.

Thanks in advance

[ankitanamdeo]

Hi Saahil

1. You can create a database view by joining the catalog task table and the metrics table to view the old value in the assignment group of the catalog task. Then, you can query that database view for "Old value assignment group" is "Service Desk".

OR

2. You can create a checkbox field say "First assignment group is Service Desk ?" in the catalog task table. You can write a client script to set is value to "true", if the first assignment group is "Service Desk". You can hide the checkbox from the view and also make it uneditable after first value has been set using the client script.

Now, you can report based on this new checkbox field.

Thanks & regards

Ankita Namdeo

[saahilkumar]

Hi Ankita,

Thanks for your assistance.

I went by your 1st point and created a database view, could you suggest what could be the "where clause" for this database view

Thanks in advance

[Suseela Peddise · Accepted solution]

Hi Saahil,

Please find the 'Where Clause' conditions for catalog task data base view.

There is an OOB database view called "sc_task_metric" available.

But there is no OOB metric definitions available on sc_task table. You need create according to the requirement,

Hope this might be helpful.

[saahilkumar]

Hi Suseela,

Thanks for the assistance, I went by the sceenshot that you provided, but when I see the database table, it is empty.

Can you suggest if I am going wrong anywhere

Thanks in advance

[Suseela Peddise]

Hi Saahil,

It is applicable only for the future cases.

Whatever the changes that we are doing on catalog task after creation of metric definition, only those records will be available in the database view.

Hope this might be helpful.

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