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.
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