Report Help

[Ralton Stewart]

Hello Community I need  to create a report to find out all the tickets or tasks, that were closed or resolved by a specific group, or tickets which were at any point were in that group which were then routed to another queue.

[Dr Atul G- LNG]

Hi @Ralton Stewart 

You can use the Metrics for this. There are OOTB metrics

You can create the definition and then get the details. 

[Ralton Stewart]

I found it thanks can you talk me through how to actually create it using that metric please?

[Dr Atul G- LNG]

Hi @Ralton Stewart 

click n definition

Click on New

Fill details

You can check OOTB Metrics for reference.

[AndersBGS]

Hi @Ralton Stewart ,

It really depends if you have had configured a metric to capture the assignment / re-assignment or not. for tickets that were closed or resolved by a specific group - this can easily be done through the report designer. for "or tickets which were at any point were in that group which were then routed to another queue." - if no metric has captured the re-assignment, then the only option is in the sys_history_line (though, i don't think it will provide you the overview that you're looking for).

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders