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Ticket reassignment data information

Question asked by APDCL on Aug 13, 2015
Hi all this was a discussion which caught my eye .How is this achievable ?

 

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



  • RE: [CA Service Desk General Discussion] ticket reassignment data informati
    sam.cohenParticipantWe 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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    RE: ticket reassignment data information
    napa_08MemberHi Mohan,When ticket is transfer to any group and member.Automatically Activity log is capture its those information stored in the Database.Can able you able to pull those information from the Activity log Table. Regards,Charan


     

    •  

      RE: ticket reassignment data information
      mohansrinivasMemberThanks sam and charan for the response. Charan, As per my understanding  using activity log in a ticket  it is posible to fetch the transfer details for a single ticket alone. we need details of all the tickets that the group which has worked and after that transfered to other group.for Eg: Access team will work on certain tickets belong to that group and they transfer to other group ,also they touch some of other group tickets,we want to find what are all the tickets been handled and transfered by access management. it is possible to fetch the ticket handled by access group alone and for the ticket transfered, pls suggest the best practice. Thanks in advance.


       

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