I looked at this join form, but it does not have any other dates other than the incident reported date. Because it is a join form, it doesn't have an associated create date like another arslist'r suggested earlier.
I can't believe this isn't OOB...
Terry
On Jul 27, 2010, Boyd, Rebecca E. <[email protected]> wrote:
Terry,
Take a look at the “Search Work Info” form. It’s a join between Incident & the work log. Some of our people use this for reporting purposes.
Rebecca
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of LJ LongWing
Sent: Tuesday, July 27, 2010 11:15 AM
To: [email protected]
Subject: Re: Reporting : How do I get a list of Incidents that I have worked on last week
**
Terry,
I can’t speak to how ITSM works, but to get this type of functionality in custom apps I have worked on in the past, you basically need to have a form that gets an entry for EVERY update to an incident, at minimum you would want to track who made the update. Then you could run your report off of this table showing any entries that they created….this would show them the incidents they touched for that given time period.
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Terry Bootsma
Sent: Tuesday, July 27, 2010 8:59 AM
To: [email protected]
Subject: Re: Reporting : How do I get a list of Incidents that I have worked on last week
** Thanks for your feedback so far...
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....
TerryOn Jul 27, 2010, Ram Rudra <[email protected]> wrote:
**
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
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