How to pull incidents records to show when it was 1st assigned to a specific group?

Irene M
Tera Contributor

‎08-10-2023 03:49 AM

Hi guys,

 

Is it possible to extract records of incidents to know exactly when they were 1st assigned to a group?

 

For example, the INCIDENT came from "ASSIGNMENT GROUP A" then was transferred to "ASSIGNMENT GROUP B".

We want to know when it was transferred to Assignment Group B without opening the tickets individually. Is there a possible filter for that? or can we create a report that will capture that?

INC.jpg

 

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Kalyani Jangam1
Mega Sage
Mega Sage

‎08-10-2023 04:04 AM

Hi @Irene M 

I don't is any specific filter available that used to find out when it was change group but in Audit[sys_audit] table it is easy to find out like below

Screenshot 2023-08-10 at 4.31.16 PM.png

document key is incident record sys_id.

We can create report in Audit table also to finding data.

Please check and let me know if it helpful or not.

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Irene M
Tera Contributor
In response to Kalyani Jangam1

‎08-10-2023 04:16 AM

Hi @Kalyani Jangam1 good day! thanks for responding unfortunately the sys_audit table is restricted for us in PROD instance. Is there any other way?

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