Is it possible to sort tickets based on date Department update was made?

[sholland]

We would like to sort tickets by the date our team was assigned as opposed to the date a particular ticket was opened.  Is this possible? 

[bammar]

There may be a few ways but 4 that come time mind -

1. You may need a dedicated field, because for a fleeting time - UPDATED will show the time it was sent over to your team, until any update after that including a reassignment.  No one has to question if the Utility of this information is worth adding a field and if you do it for this how many more groups will also want something simular as well for this or other things and it wont be recommended or scalable. SO I would veer away from this.

2. Use analytics - these are snapshots in time that may be able to show the data but it may be challenging to locate or configure if its not Out of Box

3. Use SLA's - Set up SLA's  for your group that get triggered when a task is assigned and have timers like  High Priority needs to be closed in 4 hours after getting to your group. Medium 8 etc - these can trigger notifications when they reach certain thresholds too . SO indirectly an SLA can hone in on these tasks with a timer that starts when you get them assigned to your team and stops when they either leave your group or are closed. Also they would save you the work of finding these especially if your a manager and knowing the order doesnt help you as much as knowing which one is the oldest and will need immediate followup- I lean towards this method

4.  Report off of Metrics - There is a metric i believe that exists out of Box and if not you can create it - So a metric called - Incidents Assigned to team X - they will have a start time which is the instant they are assigned to your group, then if granted access to report off that table - you could see Incidents that do not have an END flag or no END time value - therefore are still either open or not with your group any more. Id reserve this more for managers because I think special access is needed to view metrics reports/ I do like this solution but there may be more caveats to consider