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

[Soniya K]

In reports unable to filter out the group 

[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
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