Clarity Service Management

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Filter for Ticket Transfers

  • 1.  Filter for Ticket Transfers

    Posted 12-21-2017 03:44 AM

    Dear All 

     

    I hava question regarding CA xtraction. we are stuck in a challange that we need a query  to show how many incidents  are transfer from one group and how many incidents are transfer to other group eg  analyst tranfer  incident from group A to Group B so we need to show that in xtraction that 1 incident transfer from group A  



  • 2.  Re: Filter for Ticket Transfers

    Posted 12-21-2017 03:52 AM

    Hi Usman,

     

    You can find this information in the 'act_log' table

     

    ===

    Kind Regards,

    Brian



  • 3.  Re: Filter for Ticket Transfers

    Posted 12-21-2017 03:59 AM

    Dear Brian 

     

    You mean to say i need to go to xtraction database and there i can see the required data. basically i need to show in my dash board. i am using tree component for that dash board and there i need to display the count of those incident which are transfer from group A. hope you understand the problem



  • 4.  Re: Filter for Ticket Transfers

    Posted 12-21-2017 07:18 AM

    Can any one reply on this i need to finish it up quickley



  • 5.  Re: Filter for Ticket Transfers

    Posted 12-21-2017 08:27 AM

    HI Usman,

    The data is not in the xtraction database, its in the MDB which is where SDM data is stored.  The activity log (act_log) table should be part of the Xtraction data model, and thus you should be able to write Xtraction reports/dashboards based on those.  It may require a join to between the act_log and call_req tables to link the incident data with the activity log data so you can show those transferred requests.  I am not sure of the exact query off hand, but there may be someone out here who does.

    Thanks

    Jon I.