date/time stamp for when a ticket is assigned

[scottjus82]

Hi,

We want to run some reports showing when tickets are assigned to a team or vendor however out of the box nothing seems to exist. Looking at the opened field on the incident form has javascript:gs.nowDateTime() How would I use that to have a field (maybe hidden, havnt decided) that will time stamp on the form when a ticket is assigned?

Any help would be appreciated.

Thanks

[manish_vinayak]

Hi Steve,

If SLAs are attached to those tickets, then you can create reports on Task SLA table with filter set to desired assignment group and you can use SLA Start time or SLA created time to get your desired time period. This would give the report showing when tickets are assigned to a team.

Hope it helps.

Thanks,

Manish

[marcguy]

The assignment group metric is also capturing these out of the box so you can get each and every assignment, the problem with having a field on the incident record is it will keep getting overwritten every time it's assigned.

[Mike Allen]

And the sister metric, Assigned to Duration, will give you a look into who it is assigned to and for how long.

[williamsun]

Although, if what you want is a good old fashioned, run of the mill, time stamp on your incident table without database views or metrics, you would:

1. add a date/time field (either to the task or incident table) ie: "Assigned at"

2. create a before insert-update business rule with this script:

              current.u_response_time = current.sys_updated_on;

3. the condition would depend on what you want it to be

    a) the first time it was assigned: current.assignment_group.changesFrom('');

    b) the last time it was assigned: current.assignment_group.changes();

This will be one-dimensional, so if you want to keep track of assignment times for each group as it changes, the incident_metric is the way to go with the Assignment group metric activated.