Report: Tickets escalated to higher support tiers
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10-10-2023 06:33 AM
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

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10-10-2023 09:48 AM
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.