I've been asked to report on calls assigned to teams / team members. I've got supportworks and cannot find a way to get a maximum value if it has been passed to differing teamsin the management report suite. However I was able to find a way in the MYSQL using the Database searches option.
My code looks a simple as this: Please note you probably wont have the call priority of 'P5 2YR SR' that we developed for projects.
In our supportworks version, we don't appear to have the table h_itsm_request_team_assignment
SELECT opencall.callref,
MAX(updatedb.updatetimex),
(updatedb.udindex)+1,
updatedb.updatetxt,
updatedb.updatetimex,
opencall.suppgroup,
opencall.owner,
opencall.status
FROM updatedb JOIN opencall ON opencall.callref = updatedb.callref
WHERE updatedb.updatetxt LIKE '%Assigned%'
AND opencall.status NOT IN (6, 16, 17, 18)
AND opencall.priority <> 'P5 2YR SR'
GROUP BY updatedb.callref
ORDER By opencall.suppgroup
This works well enough and can be saved to excel for analysis
Hope this is helpful.
Mary, I wonder if you know of a way to derive this from the management reports, I cannot see a way to obtain the maximun value in there.
Thanks, Si.