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]

To me this really doesn't make sense that the reassignment count when an incident is created is 1. So I updated my PID to act like my instance and overrode the default value of assignment group to the Service Desk sys_id. We are setup that all are incidents a triaged by the Service Desk. Once I did that after creating the incident from the interaction the reassignment group started at 0 like it should.