Need help with reporting on incidents

Snehal13
Kilo Sage

‎08-05-2024 01:05 AM

I want to create report on how much time each assignment group has spent time on tickets.

ex- If a incident was created , worked on 1 hour by group 1 , then passed to Group 2 who worked for 2 hours on it and either resolved it or passed ticket to group 3 or back to group 1

 

So in a month time, how much time did each group work (either worked or resolved) on all the tickets.

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎08-05-2024 01:10 AM

Hi @Snehal13 

 

You can create metric on Incident table on state field, and then create database view of metric and Incident table and then use that dbview for reporting. 

 

Metric will give you the time difference.

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Snehal13
Kilo Sage
In response to Dr Atul G- LNG

‎08-05-2024 01:21 AM

Ok Atul but I want a total time (in hours/days/seconds) spent by each group on tickets

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