Report: Total number of tickets moved.

[FabioV]

Customer asked the following question: "It is possible to create a report that show the count of the total number of tickets I have moved.?".

My interpretation of the question is: "For example, if the 'ABC' group receives 5 new incidents and then the he reassigns all 5 of them to other resolver groups, the report should show a total of 5 reassignments under his name"

Any help will be much appreciated.  Possible screenshot of all the report settings that I need to create/apply.

Have a great day.

[AndersBGS]

HI @FabioV ,

Have you asked about the business value and business outcome of such a report? It sounds very narrow sighted if you ask me.

[FabioV]

I think he is belong to a specific resolver group that their only task is to re assign ticket from their queue to other resolver group.  So i think he is asking how many tickets he reassigned in the last 6 months or year.

[soumyadeep10]

Hey @FabioV ,

To ease down the process I would suggest the following:

1. Creation of a custom reference field 'Reassigned by' referenced to the 'sys_user' table. (you may hide it from the form)

2. Write a before update business rule. Give the conditions for assignment group 'changes from' and 'changes to' as per your requirement. In the script just set the value of 'Reassigned by' to current logged in user. 

3. Create a report and just filter by 'reassigned by' 'is (dynamic)' 'Me'. That's it.

The business rule:

The report:

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[FabioV]

unfortune I am not an admin user, just a regular user, so I can not upload any scripts or access other tables. thank you so much for your effort.