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Create report filtering incidents based on the initial queue assignment
Answer ID 4359   |   Last Review Date 12/12/2018

How do I create a report filtering incidents based on the initial queue assignment?

Environment:

Analytics/Reports

Issue:

I'm trying to create a report filter that removed Incident from a report based on the queue they were initially assigned to (i.e. not the queue they are currently assigned to).

Resolution:

You can use the "transactions" table to determine which queue an incident was originally assigned to. The transactions table will not store the actual Queue name but will store the Queue ID, which can be entered into a report column.

If you need assistance creating this custom report Oracle Consulting is able to provide consultation and customization for a standard consulting fee.  Please contact your Sales Account Manager for more information.

 

 

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