How do I extract a list of Incidents that my team has reassigned to ServiceDesk this month?

[Basmah]

I am responsible to manage the SLAs for L2 teams and have been seeing a huge inflow of incidents in the past 3 months. On analysing i found that more than half the volume of incidents are L1 incidents that incorrectly come to my team. My team gives them a KB reference or triage and re assigns it to Service Desk. Is there any options in reports that I can find extract the list of incidents?

[EashVerma]

Hi Basmah,

You can achieve it through the metrics. 

You can create it on Incident Table and have the onChange of field as Assignment group. To calculate or report the incidents reassigned to ServiceDesk, you can create a report or just have a script to count the records where Incident's assigned to is changed from your group to the ServiceDesk.

Thanks,

Eash

[Matthew Glenn]

Try this:

Create a new report against the Incident Metric [incident_metric] table

For your conditions

• Assignment Group -> is -> Service Desk group name
• Value -> is -> L2 team name
• • Add a few or conditions if you're dealing with multiple teams
• Created(mi_sys_created_on) -> at or after -> Last 3 months

May end up looking something like this:

    

Hopefully that helps you out