it sounds like you are looking to be able to query where you were the person to change the assigned to person, if that's correct, you can, but you can't....that sort of information would be in an audit log, if auditing of that form was enabled, but it wouldn't be a simple query like you are looking for, it would be a report of some sort that could be run...but not a simple query through the GUI
yeah. You are correct. Audit log is the only way to check if I have assigned that ticket to my team member. The audit log has my ID which shows that I have assigned that ticket to a next person. So, is there a query sample that you can built and give me so that I can try to check if that work?
as per my understanding you want to search for those tickets only which are assigned by you only ?? if this is the case then you can search for the tickets assigned to your group and then you can checked in audit logs of those tickets. If those incidents are recently assigned by you and nobody had worked on those incidents then you can search them out by last modified by=your ID and giving a last modified criteria. If you have any other scenario then let us know
the scenario is almost same, only thing is that, I need to check for the tickets which are being already resolved, it means I can't use the last modified option. So for example Assigned Group*+' = "XXX" this is my group and 'Reported Date+' >= "3/17/17" AND 'Reported Date+' < "3/18/17" this the range where I need to see the report. now it will pull the complete ticket number but it can't give me the modify by my ID thing, if it can do that, I can still able to work and see what I can do on it.
-> if you want to search for the tickets which are in resolved status and you know the timeframe of resolution then you can search by the following query:
('Last Resolved Date' >="Time" AND 'Last Resolved Date'<="Time2") AND ('Status*' = "Resolved" AND 'Assigned Group*+' ="yourGroup")
->if you have modified those tickets by your ID and you are sure about that then you can search with the following query:
('Last Resolved Date' >="Time" AND 'Last Resolved Date'<="Time2") AND ('Status*' = "Resolved" AND 'Last Modified By' ="Your ID")
Thank you for replying.
let me re-frame the scenario again
1. I will check the ticket which will come to my bin.
2. I will assign the ticket to one by one to the team member.
3. The team member will work on the ticket and once the issue is fixed, they will close the ticket under there name.
Now. if a ticket is closed by a team member under a group on a specific date, we can retrieve that ticket, but the only thing I need is that the assignment task that I have done on that ticket, I should able check that. and how
Is this Remedy ITSM? Please move to that product community.
why not use the search assignment log form under advanced searches.
This will allow you to find all ticket you assigned to a team member as you will be the submitter on this join form at the top.
hope this is helpful!
"the search assignment log form under advanced searches", can you please provide me the proper steps to go to this option
From the incident management console, click Advanced Search. A popup window will display, select Search incidents by Assignment logs, click Select.
This will open the form to search on, has many of the fields from the incident form.
Open HPD:HelpDeskAssignmentLogJoin form
->click on advanced search
->give your qualification criteria
and make a search and export them in a file.