Report Generator to display open to closed

[SomethingFunny]

Hey people, I was recently on a LinkedIn course on SNow and it boasted this community and never thought about looking more into it. There are some great topic which I will be expanding on in the near future :¬)

So I have come from a different back ground into IT, been finding my feet for above a year now however I have been thinking & attempting to create a report to show who from my team assigned a ticket from either straight to an INC, RITM or from an incoming TKT (these are mostly ignored or created into INC or RITM) to it being eventually closed by either the same person or another member of the team.

I've been able to create simple rules of resolved/closed RITMS & INCs assigned to users with a bit of brute force(!), however there must be some kind of sorcery to my requirements, do I need to generate a few reports to get report pulled or is there a more efficient way how to perform this?

Here is how I want to have the monthly report

1. All incoming tickets (INC/RITM/TKTs)
2. Who the ticket was assigned to at the SD or assignment group it went to complete it's INC/RITM journey to completion
3. Who closed the ticket

Now on incoming TKTs they are usually assigned to the requester, when they get converted to an INC or RITM, they get assigned to the fulfiller at the SD unless they go straight to an alternative assignment ground, for this let's say Platforms, Digi, Group Editorial (for example).

Ideally this report will be showing gaps in learning & training and would give a great 360 view on individual needs & requirements.

I do have the ability to look into things into more detail than I should so hopefully I can get the correct individuals to help me on my journey. 

[SD_Chandan]

 Hi @SomethingFunny ,

To build your monthly report:

Use the task table to include INC, RITM, and TKTs.
Track assignment history using sys_audit or activity logs.
Create a scheduled script to:
Capture first assignee, assignment group trail, and closer.
Store results in a custom table.
Build reports from that table to show handoffs and training gaps.
Let me know if you want any further help 

[SomethingFunny]

Thanks Chandan! These are good tips, I will look into these and come back if I get stuck, which I probably will