Reassignment Count in incident management

G Balaji · ‎07-20-2018

Hi,

What is the Reassignment count in Incident Management for meant for? I assume that it is a count of number of occurences when the assignment group changes for an incident. However, I see that Reassignment count is greater than 0 for those incidents which has not been reassigned to another assignment group.

Any idea why is that happening?

Thanks.

Abdul Fathah · ‎07-20-2018

Hi,

You can check in BR for which scripts is restricting to it.

Thanks,
Abdul Fathah
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Abdul Fathah
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Jaspal Singh · ‎07-20-2018

Hi Balaji,

Check for Business rule : reassignment counter that is on Task table & also check the default value for Reassignment Count field once. Ideally, it should be 0 as default.

Thanks,

Jaspal Singh

Hit Helpful or Correct on the impact of response.

Varshu Reddy · ‎01-06-2022

Hi Jaspal,

Can you please help me with reopen count in incident table, because for me in PROD the reopen count is getting from 0 to 2 i don't know the reason why, can you please help me with that.

Nailia · ‎07-23-2018

Hi Balaji,

Reassignment count field is needed to calculate amount of times the task record (being incident, problem, etc) is getting an assignment group changed. OOB, the default value of the field is 0, and reassignment starts counting only for already created records.

However, you might already be having some customization going - I would recommend you to go ahead and query your Business Rule table and your Script Includes by stating active to be true, and either script containing reassignment_count, or 'Set Filed Values' being LIKE reassignment_count.