Hi all,
I am creating a report which shows total time duration per group of catalogue tasks, we have created two metrics for that
1. assignment group - which capture the total time duration for which ticket is assign to a particular group.
2. Open task - which capture the total time starting from the opening/reopening of ticket until it get resolved/closed.
the current scenario is that when we reopen any ticket it is automatically assigned to the group who closed it (ex- abc group) and suppose i change the group from ABC to XYZ then the assignment metrics work and capture the time for XYZ group only.
But the time duration when i reopen the ticket and it automatically assign to ABC till the time it get reassigned to XYZ is not capturing. so how can we capture the reassign time for a default ABC group when ticket get reopen for reporting purpose.
i reopen the above ticket 4 times and the fourth row 'TRUE' represent that the ticket get reopen and it is not showing the assigned ABC group but when i change the group to XYZ it capture the time duration and the time duration for reopening a ticket for ABC group is missing.
