1 of 1 people found this helpful
assignments should be recorded in audit log (WOI:WorkOrder_AuditLog); unfortunately, that information is mixed in with everything else so you'd have to not only match Original Request ID with work order's Request ID (rather than Work Order ID), but sift through Log field in audit log as well for Request Assignee (and, possibly, ASGRP).
yeah i thought as much. But wanted to know if there is any other way to get this.
I really dont understand why BMC have this difference between the functionality between modules. Surely, i am not the only one looking at this and there is a use case for having assignment logs for Work orders too.
I am after this too! seems silly not to have it when you easily have access to this info in Incident.
3 of 3 people found this helpful
I don't know the actual reason for this distinction, and the best explanation I imagine is that work order (fulfillment) is supposed to consist of predictable actions or actions performed in a routine manner which usually results in simple assignments, while dealing with incidents usually encompasses a degree of emergency, may not be predictable at all and is thus more likely to result in suboptimal assignments or breaches of associated agreements, so there is much more incentive to detect weak links (or assign blame).
Have a look at Is there any possible way to calculate the time spent on each status? I'm using Smart Reporting 9.1 for an example of extracting history of changes of attribute from audit log -- while forms used in those reports describe incidents and reports concentrate on Status, the same principle could be applied to other forms and other attributes.