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There are 3 counters as listed
a) Individual Transfers
b) Groups Transfer
c) Total Transfers
Individual transfers can happen within the L1 team and outside the L1 Team.The counter will increment if the Assignee in the ticket is changed no matter the group L1, L2 or L3.
Group Transfers can happen between groups from L1 to L2 or L3 or viceversa.
Total Transfers will increment with each increments for any of the above tasks.
Avishek - I read your post and had a question.
I created a report and I see one incident with the following:
3 Individual Transfers - this means the ticket was assigned to 3 different people.
1 Group Transfer - this means the ticket was assigned to 1 different group.
3 Total Transfers
What I am unclear on is the Total Transfer says 3. How can the number be 3? I have 3 Individual Transfers and 1 Group Transfer, so should the Total Transfers not be 4?