ServiceDesk

Hello,

Is there a way to pull out a report (Report builder / SQL) that would give me the list of tickets along with their assignment and update history i.e. When was the ticket assigned by GSD to other team and when was it first actioned (comment added or any other activity) after it was assigned.

We are trying to track when was the ticket moved out of GSD queue (re-assigned by GSD and assigned to other team) and when was it actioned by the respective team.

Hope was able to explain the request.

I was able to find some information about history in ProcessHistory table however, was unable to relate it to my requirement.

Please advise.

Thanks
snm1502

I'm not positive that there isn't a query you could put together for this, but I had a similar task to accomplish and I went the route of creating a workflow that records these things for me in another table. Then I set a rule to send the incident to this new workflow via the rulesets I wanted. I believe I have it running on incident resolved and task assigned, but you could add in things like comment added. The workflow was created from the template here on Connect.

Thanks for the suggestion, Michael.

I may not proceed further right now with creating a new workflow for this. However, I will certainly try this. It would be great if you could please share the link to the template that you used to achieve this.

Thanks again.

Regards,
snm1502

That template can be found here: https://www-secure.symantec.com/connect/videos/servicedesk-send-incident-workflow-ruleset-action

Thanks for the help, Michael... :)