Reported all updated by on an incident

[HBY]

I'm trying to create an Incident report that will report all of the "updated by"'s from an incident.  When I choose Updated By it searches only the Last person who updated the incident.  The case use is I am attempting to report all Self Service incidents that were assigned out of the ServiceDesk and to another team.

Any suggestions are greatly appreciated.

Thanks in advance!

[Slava Savitsky]

This is not easy to do retroactively. The history of changes is stored in [sys_audit] table, but it is not a good idea to query that table as it is very large and not meant for reporting. Ideally, you should mark such Incidents during their lifecycle. For example, create a true/false field "Assigned out of Service Desk to another team" and have a "before update" business rule set it to true whenever an Incident leaves the Service Desk. This would give you the possibility to filter by that flag in reports afterwards. The only problem is that this would only work for new reassignments, not for the ones from the past.

[Kristen Dettman]

Hi HBY,

You could probably achieve this fairly simply. There's a field on Incident called Reassignment count. Anything greater than 0 should mean it was reassigned after reaching the Service Desk. If you filter by that field being greater than 0 and Channel being self-service, that should get you there.

You could also create a metric to track assignment group changes and get more detailed info from the Incident_metric table, but I don't think that should be necessary for your use case.

Let me know if I can provide any additional information!

Thanks,

Kristen