CA Service Management

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  • 1.  Ticket Transfered History Report

    Posted Apr 24, 2018 05:26 PM

    Hello Everyone,


    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?





  • 2.  Re: Ticket Transfered History Report

    Posted Apr 27, 2018 10:34 PM

    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



  • 3.  Re: Ticket Transfered History Report

    Posted Apr 28, 2018 01:51 AM



    Thanks for your helpful comment. Regarding to tour thoughts, How would you bring only all assignees that handled the tickets to a report column?





  • 4.  Re: Ticket Transfered History Report
    Best Answer

    Posted May 03, 2018 10:44 PM



    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.