We do this in a somewhat brute force method, looking for the transfer activities and gathering the data from there.
Sam Cohen, Global Systems Manager
Marsh & McLennan Companies
Global Technology Infrastructure (MGTI) | ESE Application Engineering
121 River Street, Hoboken, NJ 07030, USA
+1 201 284 5213 | Mobile +1 908 472 0027 |
sam.cohen@mercer.com<mailto:
sam.cohen@mercer.com>
www.mmc.com<http://www.mmc.com/>
From: CA Service Management Global User CommunityMessage Boards [mailto:
CommunityAdmin@communities-mail.ca.com]
Sent: Tuesday, February 25, 2014 11:24 AM
To:
mb_message.2276110.109939940@myca-email.ca.com
Subject: [CA Service Desk General Discussion] ticket reassignment data information
Hi Team,
Scenario:if a group works on a ticket and then transfer that ticket to another group for the fix,is it possible to get the ticket reassignment data logged in a DB area that we can report on.In our environment many of the tickets are handled by a group, and then passed on,Is there a way to report on everything they have been involved with, not necessarily closed?We are using CA service desk 12.7. Thanks in advance.
Regards,
Mohan
Posted by:mohansrinivas
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