I've used the article above in the past to create a chart that shows Group Reassignments. This was incredibly helpful, but we really want to have a more granular report that shows the number of tickets the group reassigned to another group (outbound) and the number of tickets that was assigned to current group by another group (inbound). Prefer to not go line by line and create a statement like below to each individual group, since we have a large amount of groups. Any help would be appreciated!
IF ([Changes - Field name] = "group_id" AND
([Changes - Previous value] = "1xxxxx" OR
[Changes - Previous value] = "12xxxx" OR
[Changes - Previous value] = "123xxx" OR
[Changes - Previous value] = "1234xx" OR
[Changes - Previous value] = "12345x" )
AND
[Changes - New value] = "999xxx") THEN
[Update ID]
ENDIF
That's an interesting question. We also offer our professional service if you are looking for something more specific in relation of custom metrics. Or one of our partners might help you with this too!
Best,