Regarding the unassigned incident pick

[arkarthi2006]

Hi

We have an incidents based workflow. Some users picked unassigned incidents before they appeared on the unassigned incident dashboard. Is this possible?

[GlideFather]

Hi @arkarthi2006,

it's very difficult to say... we can't see your configurations so that'd be just guessing.

If you are asking if somebody can assign an incident that was unassigned before that and if they can do it before this incident appears in dashboard, then the dashboards shall reflect the data in real time. So the second an incident is created it shall appear in a dashboard... but perhaps it might require a manual refresh of particular report...

Have you had chance to test it yourself? Open one browser window with that dashboard and in another browser or an incognito window raise a new incident and then assign it to you, and check what happens faster - assigning or displaying in a report...

Optimally test this in non-PROD environment but if it is really important, talk to product or platform owner whether it's fine to create a dummy incident in PROD and add information to that incident that nobody shall work on it. One ticket shall not make any changes to reporting and KPIs...

Let me know how did it go