How to Track Assignment Group Changes in the HRSD

[Michigal]

I would like to create a report that shows movement between different assignment groups. I was able to find solutions using the metric instance for INCs but wasn't able to see how to accomplish this in HRSD. Thanks. 

[Rob Sestito]

Hey @Michigal - 

Are you just looking to see quickly how many times a case has changed assignment groups within a report?

HR Case has a case counter field and process for when the Assigned To is changed, however for Assignment Group there is not and therefore, would need to create one.

Since the field already exists when the Assigned To changes, I would create a new field to take on when the group changes. The OOTB field for Assigned To changing is 'Case Reassignment Count'. So for the group reassignment, you could make it something similar but specific to group.

Then you would need a Business Rule to do the calculation for you - you could take the OOTB 'Reassignment counter for Case', and change everything pointing at the Assigned To, and point to Assignment Group. That would be the easiest way to count how many times a case is reassigned between groups.

If that is what you are looking to do, here is what I can show you:

• Field:

• BR:

• BR Condition:

current.assignment_group.changes() && current.assignment_group != '' && previous.assignment_group != current.assignment_group && !(current.u_case_reassignment_count == 0 && previous.assignment_group== '')

• BR Script:

onBefore(current, previous);
function onBefore(current, previous) {
	current.u_case_reassignment_count += 1;
}

Again, this is all taken from OOTB objects that already exist, but pointing to assignment group rather than assigned to.

Report can look something like this (when using simple bar graph):

Or even a multi - level pivot chart

Hope this helps/what you were leaning towards. If not, I apologize!

Thanks,

-Rob

[Michigal]

This is super helpful! Thank you. Originally, I was looking to report on count but also report on what group the HRC ended up changing from/to. Basically, trying to see trends in where certain tickets are going/not going.

[BryGuy]

I did this - it's a common requirement not handled by SN as far as I know. I created a custom table with a script to document a new row whenever this value changes. I also put time stamps to calc durations. 

[ASHU_1]

Rob, I understand we can get a count of how many times an HR case is reassigned, but can we know the exact name of the groups it were assigned to during its life cycle (Our intention is to check incorrect bounce) Is there a report for this?