How To: Create a query on incidents with no active assignment

Version 2

    Verified Product Versions

    LANDESK Service Desk 7.6LANDESK Service Desk 7.7.xLANDESK Service Desk 7.8.xLANDESK Service Desk 2016.xLANDESK Asset Central 2016.xLANDESK Asset Central 2017.xLANDESK Service Desk 2017.x

    How To:

    I wish to create a validation query which returns (not closed) incidents that have no open assignment (not currently assigned to any support group or analyst).

     

    Step by Step:

    You can do this via query tool:

    1. Create a new query
    2. Select the Incident object
    3. Ensure the criteria is "incident.status.name not equal to 'closed'"

      Then look at the Current Assignment collection on the incident object.When all the assignments have been completed the current assignment is changed back to NULL.
      Cf. How To: Understand the difference between a Current Assignment and Latest Assignment?

    4. Therefore the criteria should be incident - current assignment - group and incident - current assignment - user is NULL.

     

    Environment:

    Service Desk Console all versions