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Rollup Summary Fields for Requests

Currently you can only do rollup summary custom fields for Work Items.  I'd like to be able to do this for "Cases" as well. 

We need to be able to calculate the "average" of a calculated value field so that it can be used in a workflow e-mail sent from Requests.  We utilize a custom prioritization matrix to determine the business priority of each IT request that comes in.  If there is another way to do this already I'd love to know how!  I can do this as a highlight easily within the reports module but I can't figure out any way to get that value into my workflow e-mail at the request level.

Nathan Dawson Answered

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In order for a rollup summary field to work, there needs to be a hierarchy to roll up. Cases, Issues, Risks do not have a concept of a hierarchy. Currently the best way to average out a field for cases is to utilize a report. You can also create a custom field and workflow rules that will keep a running total of a custom value, do the same for a running total of the count of records, and then have a formulaic field that divides the total by the number of records for an average. It will require multiple rules and I would recommend working with your PS consultant to get this configured.

Josh Santos 0 votes
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