Ticket: Previous Responsibility

iPaaS
I am working on a flow to reassign the ticket to whomever the previous responsibility party was, based on some other criteria. Based on the structure of a ticket, I do not see a way of finding this out. Is there a method to find out who the previous responsibility party is of a given ticket?

Tags moving-tickets iPaaS
Asked by James Lockhart on Tue 10/1/24 12:38 PM
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Answer (1)

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Mark Sayers Tue 10/1/24 12:44 PM

Hi James,

There isn't a way to see specifically (or report on) who was the last person/group (prior to the current person/group). You'd probably have to parse the Feed of that ticket to find reassignments and then get it that way. It'd be convoluted though for sure to achieve this.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

2 of 2 users found this helpful.
Yeah that is what I was afraid of. Ill try that and see how it goes. Thank you! - James Lockhart Tue 10/1/24 2:25 PM
Hmm, so I'm reviewing the ticket report source, and there are these report columns here, but they are not stored in anything to do with APIs, so you'd have to get at them from a report perspective:

Previous Resp: Selectable & Filterable
The person previously responsible for a ticket.

Previous Resp Group: Selectable & Filterable
The group who was previously responsible for a ticket. - Mark Sayers Tue 10/1/24 2:32 PM