Terry, Have you taken a look at the "HPD:Help Desk Assignment Log" and/or "HPD:HelpDeskAssignmentLogJoin"? Its stores a history of assignments and reassignments, time spent, etc.
Thad On Tue, Jul 27, 2010 at 7:48 PM, Terry Bootsma <[email protected]>wrote: > ** Thanks Rebecca et al... > > 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] <[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] <[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.... > > Terry > > On 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] <[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"_ > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
