Report on cases resolved on first assignment group

[Marta G]

Hello All

i am trying to figure out how to create a report on the percentage of cases which have been resolved on the first assignment group. 

Does anyone know where to start?

thanks

[Bhuvan]

@Marta G 

Thanks for marking the post as helpful.

You can mark more than one solution as accepted, if my post helped to answer your query please accept the solution.

Thanks,

Bhuvan

[kaushal_snow · Accepted solution]

Hi @Marta G ,

If your cases, whether in the Incident or Customer Service Management tables, include a reassignment count field.

>> For Incidents: Use the standard reassignment_count field.

>> For CSM Cases: Use reassignment_count in sn_customerservice_case.

Create a report that filters for: reassignment_count is 0 (State = Resolved (or whatever your resolved indicator is))

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[Mark Manders]

That will only give you the number, not the percentage of Cases.