The issue I see with Status History is that it represents the "last" user and time that this incident was assigned during the incident lifecycle. If this incident goes from one person to another, reporting via Status History will miss the original assignee and group....
Terry
On Jul 27, 2010, Ram Rudra <[email protected]> wrote:
**_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_Yes, You have two fields from the HPD:Help_Desk form, You can get the report requirement.
Status_History_Assigned_Time
Status_History_Assigned_User
Thanks & Regards,
Rambabu Rudra
System Administrator
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Benedetto Cantatore
Sent: Tuesday, July 27, 2010 8:01 PM
To: [email protected]
Subject: Re: Reporting : How do I get a list of Incidents that I have worked on last week**
The canned reports are a bit lacking. I usually take the OOB report and modify it to suit me. So if you prefer Group Assignments to Incidents to use 'Status-History.Assigned.' then extract this report from the Reports form and modify it. You'll need Crystal Reports to modify.
Ben Cantatore
Remedy Manager
(914) 457-6209
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701
>>> [email protected] 07/27/10 9:50 AM >>>** Software: ITSM 7.1 and 7.6 - Incident Management
Hi everyone:
My second arslist post in the same day! Wow... this must be something... :-)
I've done some investigation into how a person or group would generate a report of all incidents that they have worked on for the last "N" days using the OOB reports . Note that they may or may not resolve the incident and may not be the last one who "touches" the incident. From my initial investigation, there doesn't seem to be any reports that generate this information.
There is a report called "Group Assignment to Incidents", but this report queries on the "Reported Date" of the incident and not the date that the incident was assigned to the group/individual (Explanation: If I was assigned an incident that was "reported" before last week, if I run a report using this OOB report using last weeks dates, I do not get this incident since it was "reported" before last week).
I can't believe that I'm the first one to come across this and would like to see how others have addressed this requirement.
Terry
_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"__attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
