SCTASK - reporting on the assignment history

[brandimore]

Hello

I have created a nice report against the Incident_Metric table. This allows me to query on when a ticket was transferred to a group and to show it as an opened ticket based on the transfer date. This means if a ticket was opened in August and with GroupA, but transferred to GroupB in September, when GroupB runs the report, it shows up as Intake in their report for September. We have cases were we don't want to inherit the open time for tickets.

With that said, is there something like this for Catalog tasks? Right now we have a group that is Tier2 and they aren't getting their intake tracked as many tickets are transferred to other teams.

Thanks!

[montanadawgz]

I am looking to create a report for Incidents and Requested Items that have been reassigned more than once.

Structured catalog items should already be assigned to the specific dept at the time they are created.

However Incidents and unstructured catalog items (Submit a Request to IT, and Create a Request) go to Service Desk.

They then read the content, and try to determine the correct Service, which then fires a script to auto fill in the Assignment Group.

However we have more than 100 Services, so sometimes this can be difficult to guess the correct Service. Our Service Desk staff is pretty good, and sometimes

other IT staff members that submitted the request on behalf of someone else might edit the INC or RITM record, and guess on the Service. If it's wrong, then it gets assigned to wrong Assignment Group.

We are trying to track INC and RITMs that have been bounced around more than twice.   If we can id a pattern, and the user, then better train staff.

Using Incident_Metric table as suggested above.
Problem is that I can only look at most recent Assignment Group and Assigned to field values.   I can see some of the history,

Created date

Created by

Incident State

Last Assignment Group

Last Assigned to

Reassignment Count

Business Resolve time

Updated Date

I would like to see what the original Assignment Group and Assigned to values,

and each time it changed hands.   Any ideas?

Big Thanks!