Report on UI Action being clicked?

[mburns74451]

On our incident form we have a UI action named "Escalate." Is there a way to create a report to see who has clicked on that UI action button?

The reason for the ask is trying to see which of our level 1 agents are clicking the escalate button. Wanting to track how many times the button is being clicked to determine where we need to improve our documentation for level 1 agents to resolve more incidents where possible.

Thanks,

[Mike_R]

What happens when they click on Escalate? Does it email someone, update a field, etc? Just trying to see if we can leverage any existing info for reporting. Otherwise you can edit the UI action to create an event every time it's clicked and you can report on that.

[mburns74451]

When click the escalate function it changes the assignment group based upon the configuration item/

We have the level one creating an incident off of an interaction record. Once they create the incident they'll triage, then if out of scope they'll click the escalate button and based upon how we've configured the CI we'll escalate to X assignment group. The end goal is to see how many times something has been escalated.

I might be able to report of incident metric, but really just trying to get a count on the amount of times someone has clicked on that button.

[Mike_R · Accepted solution]

I would just create a report using the Reassignment count field that is available on the Incident Record. 
Example

Otherwise, you can do this:

1. Create a new event in the event registry

2. Edit the UI Action to call the event gs.eventQueue('event.name', recordObject, event.parm1, event.parm2);

3. Report on the events from the event log

[mburns74451]

Think we'll probably end up having to do both to be honest.. Have had some interesting business requirements 🙂

Will give that even a shot, thanks!