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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Calculate number of Ow...
Service | Customer Service, Contact Center, Fie...
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Calculate number of Owner changes

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Posted on by Radoslavov 410

Hi guys,

I need some help in the following scenario.

Our support team wants to get a statistic about how many times a case has been reassigned. some filed that show that I Case 1 has been reassigned 5 times between agents and 2 times between Teams (only numbers, no need to see who are these people, teams, etc.)

  • From one agent to another (User)
  • From one team to another (Team)

What options can you propose for achieving this? I've tried with calculated filed but it is not allowing this kind of condition to be set on the owner filed, so any suggestions are well appreciated.

Stay Safe and Regards

Kiril

I have the same question (0)
  • M.Azwar Alam Profile Picture
    M.Azwar Alam on at
    RE: Calculate number of Owner changes

    Hi,

    There is no out of box feature for this. You can customize using Workflows and Plugins

    Mark answer as verified, if it is feasible for you

  • Miguel Lourenco Profile Picture
    Miguel Lourenco on at
    RE: Calculate number of Owner changes

    Hi Kiril,

    I would probably create a numeric field and a plugin. The plugin would be triggered when the owner changed.

    Inside the plugin I would just increment the numeric field created by 1.

    Not sure if it is the best approach

    Regards,

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