How to report case reassignment

[Paul Bayani]

Hi! Would you guys know how to capture case reassignment details? 

Specific scenario: 

Assignment Group A is assigned with 5 cases for the week. Assigned Group is changed from Assignment Group A to Assignment Group B.

At the end of the month, Assignment Group A wants to run a report on how many cases got reassigned to Assignment Group B.

The only reassignment related data I see is the reassignment count. But what I'll need is the old and new assignment groups of a case.

Thanks!

[Tim Deniston]

You might be able to get this using metrics. There is an baseline metric definition (Metrics > Definitions) called "Assignment Group Duration for HR Case" that tracks the duration that a case is assigned to each group. When you are reporting against the data that this metric definition produces, you can use the Metric [metric_instance] table to filter down to your data. Make sure you use the Definition field in your filter and select "Assignment Group Duration for HR Case" as the definition. 

It might be a good idea to create a database view that joins Metric Definition, Metric Instance, and HR Case together, which will open up a lot of reporting possibilities. 

[Paul Bayani]

Hello Tim, thank you for this. I will try and see if this addresses the requirement. Have a great day.