Incidents created and not assigned to an assignment group

[Jack22]

Seems easy enough, but I can't seem to generate a list view report on all incidents opened not ORIGINALLY assigned to any assignment group. Our company has rule in place to automagically assign all new tickets to the Service Desk Team, however, there have been a few cases where this didn't happen. In these cases, the tickets sat unassigned to any fulfiller or group, and root cause is suspected as an old request bookmark used by requesters. Any insight is greatly appreciated on Kingston platform. 

[Raghu Loganatha]

Jack, 

I had this issue and here is how i fixed it. 

1. Created new true/false filed "Initial Assignment Group is Empty?"  (make sure to default this to false).
2. Create a new business rule with following conditions
3. Set "insert" to true
4. Conditions = "Assignment Group is empty"
5. Under Actions tab, set field values. "Initial Assignment Group is Empty = true".

You can run a report to query all the incidents which are created with no initial assignment groups using this new field.

Let me know if you have any further questions or better solution. Mark this thread if this helps and answers your question.

~Raghu.

[Dubz]

You can use reassignment count for this. It only increments on update of an incident so if you've got a rule automagically setting assignment on insert it will remain at 0.

So, if you have an incident that has an assignment group of Service Desk Team and a reassignment count of 1 then you know it was assigned manually.