How to run a report to show how many times a technician has reassigned incidents

Danny Barker
Tera Contributor

‎06-10-2024 09:43 AM

Hello, 

I have been asked to provide a report for how many Incidents a technician has been reassigning.  These incidents originally were auto assigned to his group and then he has manually reassigned them.  I know there is a reassignment count that I can pull but I don't know how to tie that in with the original assignment group that he is part of and then to see what was reassigned by him.  I have also looked at the Incident metric table but haven't got far with that.  Any guidance would be greatly appreciated.  At the moment we don't have Performance Analytics. 

 

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Community Alums
Not applicable

‎06-10-2024 02:39 PM

Hi @Danny Barker ,

 

You would need to either query sys_audit (which is generally not recommended) or create a scripted metric. It may be necessary to trigger this from a Business Rule since it should only execute under for some conditions only.

 

If my response has resolved your query, please consider giving it a thumbs up ‌‌ and marking it as the correct answer‌‌!

 

Thanks & Regards,

Sanjay Kumar

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