Create incident reports

[pavanb00]

Hi All,

I have incident management teams working in 3 shifts:
00:30 to 08:30 UTC

08:30 to 16:30 UTC

16:30 to 00:30 UTC
How can i create a report to track the number of tickets handled by each shift?

[AndersBGS]

Hi @pavanb00 

What is the business case here? Do you want to track how many incident each shift are resolving? What is shift one started the incident but handed over the incident to shift 2? What is the end goal to achieve?

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards 
Anders 

[pavanb00]

Hi Anders,

You hit the nail on the head. This was going to be my follow up question/s. The purpose of my report is to track:

1. How many incidents each shift are resolving

2. How many incidents are handed over between MIMs across 3 shifts

[Tai Vu]

Hi @pavanb00 

You can leverage the Dataset feature in Reporting to create a report tracking tickets by shift. Here's an example for tracking Incident creation across 3 shifts trend by months:

• Night: Before 8:00 AM
• Morning: 8:00 AM - 4:00 PM
• Evening: After 4:00 PM

The Trend condition may not allow exact filtering for half-hour intervals like 00:30. So, if this is a critical requirement from your use case, you may want to consider the solution suggested by Ankur, having a field for the shift information.

Cheers,

Tai Vu