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

Soniya K
Tera Contributor

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

 

5 REPLIES 5

M Iftikhar
Tera Sage

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.

Thanks & Regards,
Muhammad Iftikhar

If my response helped, please mark it as the accepted solution so others can benefit as well.

Thank you @M Iftikhar ,

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

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
Tera Patron
Tera Patron

@Soniya K 

Sorry your requirement is not clear.

Regards,
Ankur
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