Can someone explain the Reassignment Counter?

scottatah · ‎01-15-2014

To me:

a reassignment count of 0 would mean the assignment group was set but never changed.

a reassignment count of 1 would mean the assignment group was set and then changed.

While attempting to use the reassignment counter with some reporting, I started to notice that I cannot actually spot a difference between an incident with a count of 0 or 1. In either case, I can only see the assignment_group being set once. Am I missing something or are there other variables that play a part in this?

guy_yedwab · ‎01-15-2014

The business rule that triggers this ("reassignment counter", on the task table) is incredibly simple. This is the condition that triggers it:

current.assignment_group.changes()

This is what it does:

current.reassignment_count += 1;

And it is only triggered by updates.

Because of how simple the business rule is, there's only one thing I can think of that would cause a discrepancy: if the Incident is inserted with no assignment group, then populating an assignment group the first time would be "Reassignment = 1". Whereas if the incident is created WITH an assignment group (or if assignment rules provided one), the reassignment count would be "Reassignment = 0".

Let me know if that's what you're seeing. I think the logic behind this is that if the incident started with no assignment, and had to be assigned after the fact, that does technically mean there was some intervention before it reached the person it was supposed to reach.

If you want to make it so that you're only tracking from the second assignment group it reaches, you could add this to the condition:

&& previous.assignment_group

(I think... I haven't tested it).

Let me know if I'm understanding the discrepancy right. Otherwise, something more subtle might be at work.

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macasps · ‎08-26-2024

Hi, I am looking for something similar to display the % of reassignment of the tickets that we worked on in the dashboard. Can this also be done using the reports with visuals?

Thanks!

rezacol · ‎06-27-2014

Reassignment count is used for reporting purpose to get the count of Assignment Group changes on a particular record.

Thanks,

Reza

rc393g · ‎05-28-2015

Hi Reza/All,

Do we also have counter to get the count of Assigned To changes on a prticular record? Thank you.

scottatah · ‎06-27-2014

I think Guy Yedwab may have been onto something. Some of our records are created using the New Call module which creates Incidents without an Assignment Group or Assigned to. Others are created as a new incident, which requires an Assignment Group to create.

After a quick test, the ticket from the New Call Module (after setting an assignment group) showed a reassignment count of 1 and the one created directly from a new incident showed a 0.

I've been using this to help determine First Level Resolution of our Help Desk.

Lucien, having said the above, I'd still be curious to see the report you speak of. If you have a chance to dig it up and send it over, I would much appreciate it.

Thanks,
Scott

Lucien1 · ‎06-27-2014

Hi Scott,

here is a screenshot of what my report creates.

The below is a part 1 of the inc's that have been passed from group to group

Hope this helps.