Report on incident resolved by Service desk group throughout the life cycle of the ticket without assigning to any other group

[Bhavana Reddy]

Hello Guys,

We need to report on the incidents resolved by Service desk level 1, Service desk level 2, Service desk level 3 groups 

to achieve the below scenarion

1) The tickets that are assigned to only one of these groups through out their lifecycle without assigning to any other groups in the system , we need to extract only the incidents which are assigned to one of these 3 groups( not assigned to any other groups)

Please help me to achieve the above scenario

[suvro]

You can use filters like 

(Assignment Group is Service desk level 1 OR Assignment Group is Service desk level 2 OR Assignment Group is Service desk level 3) AND Reassignment Count is 0

[Bhavana Reddy]

ex : 1)Ticket INC1234 is first assigned to SD L1 and then assigned to SD L2 or L3 then this ticket should be considered in the report, In this case Reassignment count  will not be 0

2) Ticket INC4567 is assigned to any other group except SD L1/L2/L3 and then transfered to SD L1/L2/L3 then this ticket should not be considered for the reporting purpose.

we need only the tickets which are assigned to one of these SD groups throughout their life cycle without assigning to any other groups

[Bhavana Reddy]

Hello @Ankur Bawiskar , @asifnoor @shloke04 @Hitoshi Ozawa ,

Anyone please give some hints on how to achieve above scenario

[Ankur Bawiskar]

Hi,

if you just use the normal filter then you won't be able to know if in the lifecycle of the incident whether it was assigned to any other group

you will have to use metric_instance table for this

Check this link and enhance your logic to use gr.addHaving('COUNT', '=', 1);

When you apply filter condition add the condition for 3 groups

Value [IS ONE OF] Group1,Group2,Group3

Reporting on incident_metric table for to ONLY display the priorty change of incidents

Regards
Ankur