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