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Is there another way to determine if a ticket has been transferred from the original group?

Question asked by RichFTB on Jan 31, 2017
Latest reply on Mar 14, 2017 by sharamateti

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.

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