A report that reports all tickets touched by a member of our service desk

[dalemiller]

Hello Everyone.

My goal here is to: 

Create a report that reports all tickets created by, updated by, resolved by, or assigned by anyone in the service desk (SD).  In other words any tickets touched by the service desk agents are billable tickets.  It should be repeatable without having to  extract the data from SN (e.g. using excel) and preferably be a report to track on a dashboard.  A ticket that simply traverses the SD queue is not a billable ticket unless a SD agent had something to do with it and has been recorded in the ticket's history. 

I have tried a metric definition (MD) on Assignment Group but the results are not accurate.  It reports tickets that hit the service desk queue but are not touched by anyone in the service desk group.  For example, a ticket may come in from an inbound email action right into the SD queue and immediately resolved by someone else who is monitoring the queue after service desk business hours. Its not a good candidate for a dashboard widget because of the data set size it would be looking at each refresh interval.  That said, just being able to run an accurate report will do... We can forego the dashboard it we can get a clean, accurate report.

I was thinking about another MD on Updated By but when a ticket is created by the service desk agent and immediately placed into a different assignment group (not the SD queue) the results would not be captured because Created By does not create an Updated By entry.  Same issue with the dashboard. 

Another issue here is the SD is a very volatile team of folks.  They come and go a lot.  Our separation process includes moving them out of the SD group and obviously shutting off their access.  So, the solution should facilitate looking for agent tickets by SOUID, not by active SD group membership. We would need to go back into history as far as we like.  That's because we want to audit the tickets we've been charged for to see if we were over-billed.

I'm not sure if Performance Analytics is a possibility, but I don't know a lot about that module....

I hope this all makes sense.  Anyone have an idea?

Thanks

Dale Miller

[Tyler Herman]

Hi Dale,

We had a similar need for a vendor which bills us per ticket and works out of our instance. We ended up using the solution that Mcgasey300 put forward in his post on this thread. I think you could take his idea and expand it. The synopsis is that he created two list collector fields on the task table which are updated anytime the assignment group or assigned to changes. This allows you to target those two list collectors in reporting to identify what all groups or individuals were assigned to work a record. 

For you, I would modify this solution a bit and have the business rule add anyone who performs one of the actions you outlined. You may end up using multiple list collectors for each of the actions so you can report on which action each person took but that wouldn't be too hard to read through on a report.

[Noel_Manalili]

Hi Tyler,

I tried the solution provided to this thread. and this is to track how many ticket was assigned or re-assigned to a particular group base on the Definition: Assignment Group; Value: "group name" under Incident Metric table.

I tried a condition "Task type: Incident; Updated by: is one of (list of the members); Created on: this month"

but I'm not sure if this is the correct condition to check handled ticket per agent