Incident Reassignment Count When Using Interactions

[Blue]

We use Interactions as the entry point on the insourced IT Service Desk for our health system. When the IT Service Desk agent recognizes that the interaction results in an incident, they open one.

Question: in that flow interaction to incident, what should the reassignment count be in the incident record if that incident is resolved by the Service Desk agent without reassignment to any other team or person? 0 or 1?

[brianlan25]

Reassignment count is only updates when the incident is reassigned to another team. Based on test testing in my PDI it looks like interactions do not have an assignment group so when you create a incident it has no assignment group. So the first time you change it from blank to Service Desk it updates the reassignment count to 1. 

[Blue]

Thank you @brianlan25 , so in theory every INC opened from an Interaction will have a reassignment count of 1 once it is assigned to someone, independent of what assignment group it is assigned to. 

[brianlan25]

Seems so I'm wondering if the SD can help the person maybe they shouldn't be creating an incident but just closing out the interaction.

[Chris Mildren]

That's how our Service Desk do it. They keep it as an interaction if, for example, they're signposting users to guidance or another service / department, but will create an incident off the back of this if they, or another team in our IT department, needs to apply a fix.