Paul: Well, for the group transfers for the ticket in your report, I'd assume this:
1. Group 1 to Group 2 2. Group 2 to Group 3 3. Group 3 to Group 4 = 3 Group Transfers, though that logic doesn't seem to hold with your test cases. I'm not sure offhand about your user transfers - could you list out the audit trail info in order in just a little more detail? I.E. Ticket creation - assigned to Group 1, no user Assigned to Group 1, User 1 Reassigned to Group 2, User 2 User 3 adds Work Info and reassigns to Group 3 Etc. Also, did you look at these test cases: 1. What happens when the ticket is saved but there were NO changes to Assigned Group or Assignee? 2. What happens when the Assignee field gets blanked out after it was previously populated - does that count as a "transfer"? 3. What happens when the Owner and/or Owner Group is changed but neither Assigned Group nor Assignee is? Seems like if something is being counted for any of those, it could account for why the numbers look a little high. Good luck! Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.gov<mailto:nkst...@sandia.gov> ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hodgdon, Paul Sent: Friday, May 10, 2013 12:32 PM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Incident Transfers ** I am trying to understand incident transfers. Below is a use case I found when I ran a report against a particular incident. Does anyone have any insight into how this is working? Total transfers = 4; Group Transfers =3 and Individual transfers = 3. I checked in the Audit Log and Work Detail 1. The Audit Log shows assigned groups - Group 1, Group 2, Group 3 and Group 4 a. Since the report shows 3 groups, does the dispatch from Group 1 to Group 2 not get counted? 2. Audit Log shows assignees - User 1 and User 2 a. User 3 was never the assignee but did add a work detail entry and dispatched the incident to Group 3 b. User 4 was never the assignee but dispatched the incident to Group 4. c. I'm not sure who the 3 individual transfers are. I assume User 1 and User 2 are two of them, but why is the number 3 rather than 4? 3. Total transfers is 4. What does this include? I don't understand how this was calculated. This is what I got from BMC as an explanation: The Total Transfers counter is incremented by "1" each time the Incident is routed to a new Group or a new Individual or both at same time. Test 1: When a Assignee and Assigned Group is changed The Transfers between Individual = 1 and Transfers between Group =1 and Total Transfers =1. Test 2: When only the Assignee is changed and the Assigned Group is kept same i.e unchanged The Transfers between Individual = 2 and Transfers between Group=1 and Total Transfers= 2. Test 3: When only Assigned Group is changed and the Assignee selected is same in both the groups The Transfers between individual = 2 and Transfers between Group=2 and Total Transfers = 3 Hence, total transfer is not the sum of group transfer value and individual transfer value. [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts & ITSM Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edu<mailto:paul.hodg...@unh.edu> http://accounts.unh.edu<http://accounts.unh.edu/> _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
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