We have CABI 4.1 integrated with Service Desk Manager 14.1. We need to create a report where we can see which assignees has had a ticket and these assignees areas. Something like the image below.
How is this possible?
CA SDM stored transferred group and transferred assignee in separated lines in table Act_Log; so I dont think your report is possible.
You can create report with list of all assignees who handled ticket or list of all groups, not both.
Another way is create a table in database, using Spell Code to store group and assignee each time ticket is transferred and export to the BI report
Thanks for your helpful comment. Regarding to tour thoughts, How would you bring only all assignees that handled the tickets to a report column?
Take a look at this discussion: Is there another way to determine if a ticket has been transferred from the original group?
Using the Audit Log and/or KPI Ticket Data options should allow you capture this information for your reports.