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Case Assignment History

  • 1.  Case Assignment History

    SILVER CONTRIBUTOR
    Posted May 11, 2021 11:03 AM
    I'm not sure this is possible but said I'd ask anyway!

    One of our Helpdesk managers is looking to see when cases have been assigned to different agents multiple times.  The audit history will show this but only if you know which case number to look for.

    So is it possible to get a view of cases that have a number of different reassignments?

    Thanks
    Martin

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    Martin Whelan
    Digital Platform Analyst
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  • 2.  RE: Case Assignment History

    Posted May 12, 2021 09:03 AM
    Hello Martin,

    We created a custom Case Agent Assignment entity where the new record is created on change of the Case ownership, we are also capturing the active session time there (If you are using USD) and some other stats for the Agent Productivity report.


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    Nataliya Tsyplakova
    World Vision Canada
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  • 3.  RE: Case Assignment History

    SILVER CONTRIBUTOR
    Posted May 12, 2021 12:07 PM
    Hi Nataliya,

    Thank you for your response, that's an interesting approach and I'll certainly look at doing something similar!

    Thanks for sharing!

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    Martin Whelan
    Digital Platform Analyst
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  • 4.  RE: Case Assignment History

    SILVER CONTRIBUTOR
    Posted May 12, 2021 06:10 PM
    Hi Martin

    As Nataliya has suggested. That way you have complete control over other fields you want as well. Use a standard workflow (much easier and simpler than using a flow - MS will hate me - lol) to create the child record.

    Make it a child of the Case - that way you can see any changes in a grid on the Case (on another tab preferably). Also, remove the Delete and Write options from the entity security to prevent any changes by a standard user. You still need to leave the Create, Read and and Append options.

    Pete

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    Peter Hale
    Naish Pty Ltd
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  • 5.  RE: Case Assignment History

    SILVER CONTRIBUTOR
    Posted May 13, 2021 04:26 AM
    Thank you Peter great suggestions also!

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    Martin Whelan
    Digital Platform Analyst
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