What I know. 1. In ITSM 7.5 there is a defect - for which there is a hotfix the assignment record does NOT update under certain conditions when user takes the incident to resolved or closed.
2. The assignment record is not added until the completion of the assignment, i.e. when assignment changes or inc is resolved or closed. Because of this you should only look historically at resolved or closed incidents, else you'll have incomplete results i.e. the current assignment. 3. Note, for some reason the workflow for recording assignment is only available for incident despite the forms existing in other modules. 4. Note the assignment type, believe you'll need to focus on type 2000. 5. you'll want to sum the Actual_Duration_Seconds Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com | 972.431.1518 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rabi Tripathi Sent: Thursday, January 26, 2012 7:26 PM To: arslist@ARSLIST.ORG Subject: ITSM 7.5: Reporting Off form "HPD:Help Desk Assignment Log" Hi listers, I'm trying to make sense of records on this form to get meaningful reports on amount of time incidents remained assigned to groups (and perhaps individuals too). If you have done that, or you understand the fields and the logic behing when and how new records are generated for the same incident on this form, please reply. The goal is to have a tabular report along the line of: Incident ID | Group Name | Date/Time Assigned To Group | | Duration Incident Remained Assigned To Group | New Group, If Reassigned This form appears to capture enough information and I have partial understanding of the fields and multiple records, but not enough to write the query and choose the fields. I am going to examine some records here and correlate them with incident audit logs to get the info, but if somebody has figured this form out, please respond. On the Reporting Console, this report: "Incidents -> Incident Information -> Assignment Log Data -> Group Assignment to Incidents captures some of what I'm looking for, but not all, and I don't have the exact query. Any help will be awesome. Regards. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
