ServiceDesk

Every now and then a task is created but no group or person is assigned to this task. This task will not appear in anyone's tasklist so I want to track these.

I would like to make a report with all incidents that have tasks withous assignment. Is there anyone who can help me with this?

We are running SD 7.1 SP 1.

Thanks for your help.

Koen van Carglass.

I'm not sure if this will help as I've already migrated to 7.5.  We were running 7.1 SP1 at one point and I remember having this exact same issue.  I've looked through my old SQL queries from those days and found these two:

-- Find tickets not closed without tasks
select process_id as 'Incident ID'
from ServiceDeskIncidentManagement as im
inner join ReportProcess as rp on rp.ReportProcessID = im.process_id
where not exists (select * from task where WFTaskNumberPrefix = im.process_id) and (rp.Result <> 'Closed')

-- Find tickets with tasks and no assignment
select WFTaskNumberPrefix as "Process ID" from task as t
where t.iscompleted = 0 and not exists (select * from taskassignment as ta where t.taskid = ta.taskid)

I think the bottom one will help in this scenario and you should be able to add this to a report.

Hope this helps!

Thanks Justin, this surely helped! Found 6 other tickets with the same state.

Kind regards

Koen

Would you mind marking this as the solution?  Thanks.  Glad it helped!

Maybe it is useful to know that all tickets that are on hold show up when you run the last query.

Kind regards

Koen