List of itil users who don't have tickets assigned to them

[ritaaudi]

Hi: I'm trying to create a report of users with 'itil' role who do not have any 'task' assigned to them. Can this be done in reports?

Thanks! Rita

[Abhineet Singh]

Hi Rita Audi,

I think there is another Work Around for this as Task Table can access Assigned to fields and only users present in it.

Well you can get the reports of ITIL users who are assigned to Tasks

For Non Itil Users

Then Just match from user table (Role:ITIL) & Filter through VLOOKUP (MS Excel)

PS: If this answer work for you correctly then mention as correct answer or hit like..!!

Regards

Abhineet Singh

[Maheshwar Elang]

Hi Rita,

You have "Roles" field on sys_user form. But, its not working as per expectations if you use it OOB.

When the role is removed from the user directly, this "roles" field is not getting updated. So for user, whose ITIL role has been removed; still has this field "Roles" saying "itil"

1) Execute a Background script and get the "Roles" field updated with "itil" if the user actually has an "itil" role and remove "itil" if the user doesnot have any "itil" role.

2) Put the same logic in BR on after update - sys_user_has_role table, so that whenever there is an insert or delete on this table, the "role" field on sys_user table is updated accordingly.

So, now we could rely on this "Roles" field on sys_user form to have proper real-time data and you could generate a report as explained by Abhineet.

Without executing the script and writing the BR, if we use this "Roles" field - The Report will be faulty.

Let me know if you face any issues on the way.