question Re: Incident Reassignment Count When Using Interactions in Healthcare Special Interest Group

Incident Reassignment Count When Using Interactions

Blue — Tue, 17 Feb 2026 15:43:28 GMT

We use Interactions as the entry point on the insourced IT Service Desk for our health system. When the IT Service Desk agent recognizes that the interaction results in an incident, they open one.

Question: in that flow interaction to incident, what should the reassignment count be in the incident record if that incident is resolved by the Service Desk agent without reassignment to any other team or person? 0 or 1?

Re: Incident Reassignment Count When Using Interactions

brianlan25 — Tue, 17 Feb 2026 16:02:44 GMT

Reassignment count is only updates when the incident is reassigned to another team. Based on test testing in my PDI it looks like interactions do not have an assignment group so when you create a incident it has no assignment group. So the first time you change it from blank to Service Desk it updates the reassignment count to 1.

Re: Incident Reassignment Count When Using Interactions

Blue — Tue, 17 Feb 2026 16:23:01 GMT

Thank you @brianlan25 , so in theory every INC opened from an Interaction will have a reassignment count of 1 once it is assigned to someone, independent of what assignment group it is assigned to.

Re: Incident Reassignment Count When Using Interactions

brianlan25 — Tue, 17 Feb 2026 16:57:52 GMT

Seems so I'm wondering if the SD can help the person maybe they shouldn't be creating an incident but just closing out the interaction.

Re: Incident Reassignment Count When Using Interactions

Chris Mildren — Tue, 24 Feb 2026 08:37:51 GMT

That's how our Service Desk do it. They keep it as an interaction if, for example, they're signposting users to guidance or another service / department, but will create an incident off the back of this if they, or another team in our IT department, needs to apply a fix.

Re: Incident Reassignment Count When Using Interactions

brianlan25 — Tue, 24 Feb 2026 16:00:00 GMT

To me this really doesn't make sense that the reassignment count when an incident is created is 1. So I updated my PID to act like my instance and overrode the default value of assignment group to the Service Desk sys_id. We are setup that all are incidents a triaged by the Service Desk. Once I did that after creating the incident from the interaction the reassignment group started at 0 like it should.