create a report, for case & incident form which group is checked for the L1 capable fields

[Soniya K]

Which Assignment groups are marked as 'L1 capable' field after a case & incident is resolved/closed

[M Iftikhar]

Hello Soniya,

For creating a report to check which groups are selected in L1 capable fields for Case and Incident forms, you can follow these steps:

1. Identify the L1 Capable Fields: First, determine the exact field names for L1 capable fields in both Case (sn_customerservice_case) and Incident (incident) tables.

2. Create a Report:

   • Navigate to Reports > Create New Report

   • Select either Case or Incident table

   • Choose "List" or "Pie Chart" type based on your preference

   • Group by the L1 capable field(s)

   • This will show you which groups are most frequently checked

3. Alternative SQL Approach:

   • Use SQL queries in background scripts to analyze the data:

   SQL:

SELECT assignment_group, COUNT(*) as count 
FROM incident 
WHERE l1_capable_field = true 
GROUP BY assignment_group

The exact field names may vary based on your instance configuration, so please verify the specific L1 capable field names in your system.

Hope this helps!

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it helpful & accept the solution so others can benefit as well.

[Soniya K]

Thank you @M Iftikhar ,

But I want which groups are marked as L1 capable field after a case & incident is resolved/closed

[Soniya K]

Hi @M Iftikhar ,

Thank you for your response.

The L1 capable field is of Boolean type when we use it for group by. But, I want to know which group has been checked by the check box. And, apart from the background script is there any other method will do. 

[Ankur Bawiskar]

@Soniya K 

Sorry your requirement is not clear.