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CBuckwal
Level 4
April 15, 2025
Solved

Request/Issue Team ID and user wildcard reports

  • April 15, 2025
  • 1 reply
  • 1005 views

I've been trying to find other ways to create user wildcard request team reports without using the Assigned to or Assignment team as the wild card connector to report users, since I'm finding that requests may occasionally be unassigned. So far, I've tried issue reports. I tried Issue-Team ID with wildcard user teams, but that doesn't return results. When I try Issue-Team ID as a column, the Team ID results are blank in the report. 

Resolve Project-Home Group or Resolve Task-Home Group doesn't work either to get data in a column and due to this, I'm not sure if it's worth the text mode time to pull resolve group ID into the report since it doesn't seem like it will work based on the empty report columns for the resolve project/task home group. I would appreciate any ideas to connect requests to user wild card team/group in this report?  Thanks

Best answer by skyehansen

Based on your filter screenshot, Issue / Team ID works for me as long as I am searching for requests where only one team is assigned, and as long as that team is my home team.

 

If I was looking for "any of my many teams" $$USER.teamIDs would be a better fit.

 

If there are multiple teams being assigned to the request, you should consider using Assignment Teams / ID instead.

1 reply

skyehansen
Community Advisor
skyehansenCommunity AdvisorAccepted solution
April 16, 2025

Based on your filter screenshot, Issue / Team ID works for me as long as I am searching for requests where only one team is assigned, and as long as that team is my home team.

 

If I was looking for "any of my many teams" $$USER.teamIDs would be a better fit.

 

If there are multiple teams being assigned to the request, you should consider using Assignment Teams / ID instead.

    C
    CBuckwalAuthor
    Level 4
    May 14, 2025

    Is there text mode to also show the request team group? I have reports for program and portfolio managers that need to see the requests but they aren't on the request team but are associated with the request team group ID, which I could use as a wildcard if I can surface it. 

    I've tried {team}.{group}.{ID} and {team}.{groupID} and {opTask}.{team}.{groupID} on a request calculated field but it isn't getting any results.

    skyehansen
    Community Advisor
    skyehansenCommunity Advisor
    May 15, 2025

    When I'm referring to the request team, I mean the issue-team ID, which you noted in an earlier response. Sorry for not being more clear. In our set up the issue-team ID correlates to the queue topic routing rule default team. I was trying to pull out the group ID associated with the queue topic request/issue-team ID and use that group ID to match as a user group wildcard in a report. I did find text mode that worked to show the group ID, but the resulting group ID couldn't be matched with a user wild card team in reports. The report filter didn't recognize the calculated field ID I guess and the filter options didn't offer a user wild card option. 

    {queueTopic}.{defaultRoute}.{defaultTeam}.{groupID}
    When running audit reports, I'm finding that requests are sometimes unassigned and if that's the case, these requests won't show up on my user wildcard reports that I currently have filtered for assigned to and assigned teams matching user teams. So to account for that I'm going to add the teams ID as a filter but that doesn't cover all report options when I'm creating a wildcard report for a high level manger who isn't assigned to the work teams.  

    I'm not sure I'm clear on this, but I'm definitely getting MORE clear! So would you say your problem statement is:

     

    * queue requests are assigned to a team via routing rule

    * requests then need to be assigned to a human from this team in order to populate reports keyed to this user

    * this second step isn't happening reliably so a number of cleanup reports need to be created for high level managers who manage multiple teams, related through the group attribute 

     

    I guess my initial other 2 questions would be

    1) who is failing to assign a human to a request for any one team?

    2) what relationship does the group bear to the high level manager (is it a home group or any one of their groups?)

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