This was just a report using the user tool of those fields on the incident.
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Stroud, Natalie K Sent: Friday, May 10, 2013 2:38 PM To: [email protected] Subject: Re: [EXTERNAL] Incident Transfers ** Paul: Tell us some more about the report you reference. Is it an Analytics report or some other report? If so, what version of Analytics are you running? Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA [email protected]<mailto:[email protected]> ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Hodgdon, Paul Sent: Friday, May 10, 2013 12:32 PM To: [email protected]<mailto:[email protected]> Subject: [EXTERNAL] Incident Transfers ** I am trying to understand incident transfers. Below is a use case I found when I ran a report against a particular incident. Does anyone have any insight into how this is working? Total transfers = 4; Group Transfers =3 and Individual transfers = 3. I checked in the Audit Log and Work Detail 1. The Audit Log shows assigned groups - Group 1, Group 2, Group 3 and Group 4 a. Since the report shows 3 groups, does the dispatch from Group 1 to Group 2 not get counted? 2. Audit Log shows assignees - User 1 and User 2 a. User 3 was never the assignee but did add a work detail entry and dispatched the incident to Group 3 b. User 4 was never the assignee but dispatched the incident to Group 4. c. I'm not sure who the 3 individual transfers are. I assume User 1 and User 2 are two of them, but why is the number 3 rather than 4? 3. Total transfers is 4. What does this include? I don't understand how this was calculated. This is what I got from BMC as an explanation: The Total Transfers counter is incremented by "1" each time the Incident is routed to a new Group or a new Individual or both at same time. Test 1: When a Assignee and Assigned Group is changed The Transfers between Individual = 1 and Transfers between Group =1 and Total Transfers =1. Test 2: When only the Assignee is changed and the Assigned Group is kept same i.e unchanged The Transfers between Individual = 2 and Transfers between Group=1 and Total Transfers= 2. Test 3: When only Assigned Group is changed and the Assignee selected is same in both the groups The Transfers between individual = 2 and Transfers between Group=2 and Total Transfers = 3 Hence, total transfer is not the sum of group transfer value and individual transfer value. [Description: Description: Description: cid:[email protected]] IT Accounts & ITSM Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 [email protected]<mailto:[email protected]> http://accounts.unh.edu<http://accounts.unh.edu/> _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
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