Count number of Assignees on a case

[JasonGay]

Hello.  We're an MSP that is looking to report on how many times a particular case gets reassigned to another person.  In this situation, we have 3 different assignment groups and we're NOT looking for the reassignment group field as that only shows when a case changes from one group to the next.

Rather, we're looking to be able to report on how many times a case gets reassigned to another team member so that we can understand what the customer experience might be when cases keep getting handed off.  In this particular instance, a case could bounce between different assignment groups, but we want to know each time the "Assigned To" field changes and count that.

Any suggestions?

-Jason

[Harshal Nirmal]

Hi Mike 

What if Same user is reassigned to particular incident 

regards

Harshal Nirmal 

[priyankamodak09]

Hi Ryan,

Thanks for the recommendation.

However, in our case we are not allowed to create any new fields on the Task table as per our project regulations.

We need this count on assigned_to field as a part of a PA story. Without creating a new field to store the count, do you have any other solutions that we can use to achieve this?

We are also asked to use the count to group the HR Cases on the PA report, which doesn't sound possible to me without creating a new field on the table though. Any thoughts?

Many thanks in advance.

Regards,

Priyanka Modak

[Saurabh Gupta]

You can measure this using metric definition.