The field 'Reassignment count' is only updated when reassigning between groups, not usersIssue Incidents include a field called 'Reassignment count' which records how many times an Incident is reassigned. However this only counts when the assignment group changes, if you reassign between users in the same group, the value will not update.CauseThe default behaviour of the field 'Reassignment count' is that its value changes when the assignment group changes. It's set by a Business Rule called 'reassignment counter' with these details: Condition: current.assignment_group.changes() Script: current.reassignment_count += 1; ResolutionThe out-of-the-box behaviour is that the value only updates when the Assignment Group changes, not the user. If you want this to behave differently, you can create your own Business Rule and de-activate the out-of-the-box 'reassignment counter'. Copy all the details and change the Condition to current.assigned_to.changes(). If anything changes in future releases, the Business Rule will get skipped as part of the upgrade. Any effects from the change we will not support as it will be considered customisation.