Whats the procedure to pull up Misrouted incidents report ( more of an agent wise report ) say on a daily time span ??

[judepowell]

Whats the procedure to pull up Misrouted incidents report ( more of an agent wise report ) say on a daily time span ??

[marcguy]

I would use the out of the box reassignment count field to start to get an idea, if you see tickets with a large number of reassignments that would suggest they are getting misrouted.

Filter - reassignment count IS GREATER THEN xxx (whatever you specify as being too many times).

Marc

[rtecall]

Hello Jude,

You can see the number of times the Incident was updated in two places the   "Task" table and the "Sys Audit" table.

Task

You Search on the table "Task" for the "Task Type" of "Incident" and the date qualifier. Then add the "Reassignment Count" Column to the display list of fields. (You can add the assignment group field too and see/sort/group etc.)

Sys_Audit (not for users)

The Document Key is the ticket number's sys_id and the Update Count lets you know how many times it was updated. If you search on the "Field Name" of "assignment_group" and the "table name" of "incident" with a date qualifier you will see the Update count lists the number of times it was updated. This however is not IDEAL, you as ADMIN have access and is a huge table of data that you do not want to give to users.

Hope this helps,

Coleena McCarty