mark incorrect assignment

[robgwatkin]

Hi all,

Does anyone know if there's an OOTB function for tracking or marking that a ticket was assigned incorrectly without having to create a custom mechanism?

Thanks

Rob

[Jaspal Singh · Accepted solution]

Hi Rob,

If you want to report on incorrectly assigned incidents, the field "Reassignment count" tracks how many times an incident is reassigned. That count doesn't take into account who reassigned or why, but it's a useful metric to track.

Other than this if you are looking for assignment group names that were incorrectly assigned then I doubt we have any custom mechanism.

[robgwatkin]

Hi Jaspal,

I thought as much but wanted to check first. Will let you know what we do, but suspect there'll be some form of Flag with a reference back to the assignment group (i.e. which one should it have gone to and which group did the deed)

Thanks

Rob

[jyothi Penukula]

Hi @robgwatkin , any solution for this?

[robgwatkin]

Jyothi, 

No we ended up creating two fields which were available if you were in a group that was not classed as a service desk. First one tracked assignment quality 2nd one information capture and whether it should or could have been fixed further upstream