Re: HP SM Incidents assignment groups (304 Views)
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Regular Advisor
MariamElkomos
Posts: 167
Registered: ‎04-07-2013
Message 1 of 8 (358 Views)

HP SM Incidents assignment groups

Hello,

 

we have a request like that:

 

a report is needed to show incidents and its assignment groups , and its reassigned group (if it was reassigned to another assignment group), meaning to show all the assignment groups of the ticket.

 

is this possible?

Valued Contributor
fljme
Posts: 86
Registered: ‎11-22-2012
Message 2 of 8 (346 Views)

Re: HP SM Incidents assignment groups

[ Edited ]

Hello,
BOX version didn't save old assignment groups.
You can make it by customizations(for new reassignments) .

Regular Advisor
MariamElkomos
Posts: 167
Registered: ‎04-07-2013
Message 3 of 8 (336 Views)

Re: HP SM Incidents assignment groups

Thanks,

I have thought of that, but do not know how.

do you have any idea?
Valued Contributor
fljme
Posts: 86
Registered: ‎11-22-2012
Message 4 of 8 (333 Views)

Re: HP SM Incidents assignment groups

[ Edited ]

You can make it through Format Control(FC).

Saved values are stored in file0(in FC).

Actual values are stored in file(in FC).

 

Make calculations like this:

Update: not null(assignment in $file)

Calculation: if (not same(assignment in $file,assignment in $file0)) then (new_field in $file=assignment in $file0)

 

There new_field = You NEW Field in table for this.

 

 

I'm not test it, but must works.

Esteemed Contributor
Kelalek2
Posts: 191
Registered: ‎08-05-2011
Message 5 of 8 (307 Views)

Re: HP SM Incidents assignment groups

Of course the solution depends what kind of reporting request you have. If only the assignment group names are relevant, then only a single new field is needed and you concatenate the ticket's assignment groups after each other. 

 

Remember that if ticket is reassigned multiple times, just having a calculation in a last post won't work: if the ticket is assigned to three teams during it's lifetime, one assignment grouop value will be left out.  

 

Again, depending on your reporting tools the ultimate solution is to look a table [yourSMdatabase].[dbo].[PROBLEM1M1]. (My syntax is derived from MSSQL database world, it's different if Oracle is used.) That table holds IM ticket versions from it's opening until it's closed. If possible, make a SQL search to that table and retrieve the assignment group names which are different.

Honored Contributor
Vadim Gorda
Posts: 5,824
Registered: ‎11-10-2008
Message 6 of 8 (304 Views)

Re: HP SM Incidents assignment groups

Hello,

I would advice instead of

Make calculations like this:

Update: not null(assignment in $file)

Calculation: if (not same(assignment in $file,assignment in $file0)) then (new_field in $file=assignment in $file0)

 

to set the condition for update

Update: assignment in $file~=assignment in $file0

Calculations: new_field in $file=assignment in $file0

Honored Contributor
Vadim Gorda
Posts: 5,824
Registered: ‎11-10-2008
Message 7 of 8 (303 Views)

Re: HP SM Incidents assignment groups

In that case this calculation will work online in case if the value was changed and not every time assignment is not empty like in first suggestion.

Valued Contributor
fljme
Posts: 86
Registered: ‎11-22-2012
Message 8 of 8 (295 Views)

Re: HP SM Incidents assignment groups

My reply one of variant. You can make new Array field and few calculations for save multiple reassignment, this is only the basis for action.

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