Our help desk is trying to get a report that would determine exactly how many tickets they have been able to resolve without transferring or escalating the ticket to another group. This question was answered by a great post found at : https://communities.ca.com/docs/DOC-231172424 but I was wondering if there was a simpler way to determine if a ticket has been moved since the first group assignment.
We are in the process of implementing the linked changes but since it requires:
-a full Service Desk services stop, publish, and restart
-creating of the aliases to add the fields to the tickets
-creating instances within the reporting universe / configuring for Jaspersoft
I was thinking there might be an easier way to find this. I don't necessarily need to know the previous group, just if the ticket has moved groups since it was assigned the first time.