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‎09-24-2015 04:03 AM
I've got a question regarding reports and I can't figure out how to solve this
What they want is the following
A report that show all incidents last 6 months that has been assigned to "Group A" and "Group B".
They want the result to be shown in a list and get an answer to the following questions
Which group opened the incident?
Which group closed the incident?
How many assignment groups has been involved in total?
Amount of incidents between these 2 groups?
We can't use a normal report for this since it only take the current assignment group into consideration.
If I understand it correct we'll have to be looking at metrics here.
There is a metric set up to track the duration per assignment group which I assume we can use. But how do I get the report from it to show all incidents that has passed these two assignment groups?
Solved! Go to Solution.
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Analytics and Reports
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‎09-25-2015 05:59 AM
I got some help and we've now managed to get the data needed.
We do this with 2 different reports
Report 1
Table: Metric [metric_instance]
Conditions: Definition is Assignment Group | Created on Last 6 months | Value is one of Group A, Group B
With this report I get all incidents that has been on Group A or Group B.
Export to Excel to match incidents that has been on booth Group A and Group B, you'll get a column with all incidents number.
Report 2
Table: Incident [incident]
Condition: Number is one of [insert all incident numbers from report 1]
This report should show all incidents that has been on Group A and Group B.
We have a custom field named "Initial Group" which store the initial workgroup
Assignement group field is used to see what group closed the incident.
We have a count (reassignment count) on each incident which add +1 every time the assignment group is changed. This doesn't show all the assignment groups involved but gives us an indication on if the incident has passed a lot of different groups for some reason.
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‎01-18-2018 04:54 AM
Can you share the screenshots how can we achieve initial group on incident?
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‎01-29-2018 06:43 AM
I don't have access to this instance anymore so can't make any screenshots.
What you need to do is to create a custom field and name it Initial Group, it should be a reference to the group table.
When an incident is inserted you should have a business rule running copying the assignment group to the Initial Group field.
Make the Initial Group field read only or hide it on form so noone can change this field (only business rule should be able to do this).
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‎01-12-2021 12:41 PM
Hello,
In Report 2 how does one perform the following task?
Condition: Number is one of [insert all incident numbers from report 1]
