Total tickets logged today be team

[MunafbhaiU]

How to get total tickets logged today by Team? This should also capture the tickets that were created by Team A but now assigned to Team B. 

[Mohammed8]

Hi @MunafbhaiU ,

I'm not sure you are asking for report or scripts but the use-case is pretty real and here is my take on it:

Using the background script helped verify two things. I used the Network team for testing, but the same logic works for any assignment group by using its sys_id.

1. Which incidents were actually created today and are currently assigned to the Network team

2. Whether the earliest assignment_group value in the audit history belonged to the Network team

Based on that, the script was able to correctly identify:

• Tickets that were originally logged with the Network team

• Tickets that were logged with the Network team but later reassigned to another team

Background Script:

var networkTeam = '287ebd7da9fe198100f92cc8d1d2154e'; // Network team sys_id
var base = gs.getProperty('glide.servlet.uri');

var currentNetworkIncidents = [];
var reassignedFromNetworkIncidents = [];
var sysIdList = []; 
var seen = Object.create(null);

// Get all incidents created today
var inc = new GlideRecord('incident');
inc.addQuery('sys_created_on', '>=', gs.beginningOfToday());
inc.addQuery('sys_created_on', '<=', gs.endOfToday());
inc.query();

while (inc.next()) {

var sysId = inc.getUniqueValue();
var isCurrentNetwork = (inc.getValue('assignment_group') == networkTeam);

var everAssignedNetwork = false;

// Check if EVER assigned to network
var audit = new GlideRecord('sys_audit');
audit.addQuery('tablename', 'incident');
audit.addQuery('documentkey', sysId);
audit.addQuery('fieldname', 'assignment_group');
audit.addQuery('oldvalue', networkTeam);
audit.query();

if (audit.hasNext()) {
everAssignedNetwork = true;
}

// CURRENT
if (isCurrentNetwork && !seen[sysId]) {

seen[sysId] = true;
sysIdList.push(sysId);

currentNetworkIncidents.push([
inc.getValue('number'),
"Caller: " + inc.caller_id.getDisplayValue(),
inc.getValue('short_description') || ""
].join(" | "));
}
// REASSIGNED
else if (!isCurrentNetwork && everAssignedNetwork && !seen[sysId]) {

seen[sysId] = true;
sysIdList.push(sysId);

reassignedFromNetworkIncidents.push([
inc.getValue('number'),
"Caller: " + inc.caller_id.getDisplayValue(),
inc.getValue('short_description') || "",
"Now with: " + inc.assignment_group.getDisplayValue()
].join(" | "));
}
}


// PRINT CURRENT NETWORK INCIDENTS
gs.print("========== CURRENTLY ASSIGNED TO NETWORK ==========");
gs.print("Total: " + currentNetworkIncidents.length);
gs.print("---------------------------------------------------");

for (var i = 0; i < currentNetworkIncidents.length; i++) {
gs.print((i + 1) + ". " + currentNetworkIncidents[i]);
}


// PRINT REASSIGNED INCIDENTS
gs.print("\n========== REASSIGNED FROM NETWORK ==========");
gs.print("Total: " + reassignedFromNetworkIncidents.length);
gs.print("---------------------------------------------------");

for (var j = 0; j < reassignedFromNetworkIncidents.length; j++) {
gs.print((j + 1) + ". " + reassignedFromNetworkIncidents[j]);
}


// PRINT ONE COMBINED LIST LINK
if (sysIdList.length > 0) {
var listUrl = base + "incident_list.do?sysparm_query=sys_idIN" + sysIdList.join(",");
gs.print("\nCombined List View URL:");
gs.print(listUrl);
} else {
gs.print("\nNo incidents found for Network team today.");
}

Background Script Result:

 Result Verification:

Note:

In this use case we are checking just one day but the audit table is a heavy table, so this approach should only be used when the time window is small. 

If you find this answer useful, please mark it as solution accepted/helpful.

Thanks and Regards,

Mohammed Zakir