Jiri Missbach

Hello all, 

great article; I'm looking for a way to report on ticketsthat were ever escalated to the L2 support group.  The above  described seems  to make the trick well, but I'm  unsure how this behaves in more complex  flows, ie:

• L1 - L2 - L3 - L1

For the last step, the Previous Value will be L3 and the new value L1. Would the formula still help/capture/be aware of the previous move L1-L2?  Or would I have better luck creating a custom field and trigger that would set a value whenever a ticket is assigned to the L2 group?

Jiri