Report

[Nikita50]

Need report of INC and TASK tickets touched by ServiceDesk thru out the life cycle of that ticket.

[Ankur Bawiskar]

@Nikita50 

check this link and it has solution

Report on tickets 'touched' or 'handled' by an Assignment Group 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@Nikita50 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Aniket1498]

Hi @Nikita50 

To fetch report for the incident tickets whether it touched Service Desk or not, use the incident_metric table and look on the Definition column as Assignment Group and the Value column for the Service Desk.

In the value, select Service Desk and you will get the required count.

For tasks, you can setup a similar configuration as incident_metric and then data will be captured.

Please mark it as helpful if my response helped you and accept the solution if it solved your issue.

Warm regards,
Aniket