yelyah.nodrog Posted March 28, 2017 Posted March 28, 2017 Afternoon all, I just wondered if there is a way to report on the number of teams that have handled one call? Say a call went to Service Desk got reassigned to Business Applications then got sent to Application Delivery and finally back to Service Desk. Is there a report that shows this? Thanks Hayley.
Steve Giller Posted March 30, 2017 Posted March 30, 2017 I think the short answer is "No" but no-one really wants to say that. This was achievable in Supportworks, but it took either some very complicated SQL or some jiggery-pokery with VPME and additional tables. I imagine this could be replicated with webhooks, but in my opinion you'd need a really strong reason to track this in order to justify the workload required to achieve it.
Guest Posted March 30, 2017 Posted March 30, 2017 Hi @yelyah.nodrog We do actually store all of this information in a table called "h_itsm_request_team_assignment". From here you can get information on: Request ID Current Team ID Previous Team ID Current User ID Previous User ID Time of reassignment Kind Regards Bob
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