Report: Tickets escalated to higher support tiers

Satya61
Tera Contributor

Hi all,

 

Can anyone please help me with the below requirement.

 

How to create a report, when L2 Assignment group tickets gets assigned to L3 Assignment groups (4 Particular groups).

 

Thanks,

Satya

1 REPLY 1

DrewW
Mega Sage
Mega Sage

So there are a number of ways to do this.

1 - Create a true/false field called "Escalated to L3" and then add a BR that checks the box when it goes from L2 to L3.

2 - Create a Metric that will track this and then run your report on the data generated from the metric.

3 - Something else I have not thought of yet.

 

Option 1 is probably the easiest option but this is adding a field per escalation type you have which can get messy.