Reporting on incident tickets initially assigned to a certain group and then updated by members of certain groups

[isaacpio]

Hello folks,

Do you have any suggestions on creating this report:

• We have a "catch all" assignment group for incidents which come in via email from users who are not part of any business unit (e.g. assignment group name is CATCH-ALL).
• Certain service desk users (they are all in different groups - e.g. SD1, SD2, SD3) will then re-assign the above incident tickets to someone for action.

Is it possible to run a report on all incidents first assigned to the CATCH-ALL group which were then updated in any way by the service desk users in the SD1, SD2, SD3 groups? FYI, the report will be used for billing purposes (e.g. this month, the service desks handled 500 incidents from CATCH-ALL, so here's your bill for $xxx)

I've been trying to report on the incident_metric table but can't seem to filter down to first assignment group only, or pick up the group to which a user who has updated the group belongs to).

Thanks

[Michael Fry1]

Out of the box, there is a Metric named Assignment Group. It captures the different assignment groups per ticket, by duration. You can report on the incident_metric table, with conditions: Definition is Assignment Group, and your date range, and an assignment group Catch-All. You might have to compare Start field in Metric with Created time of Incident to get initial group. This might get you started.

[isaacpio]

Thanks Michael.Fry.

It looks like reporting on incident_metric with Definition = Assignment Group works pretty well to give me all incident tickets that were every assigned to my assignment group.

The challenge I'm having is to then add a second set of conditions to show only incidents which were updated by people in certain assignment groups.

As an example:

• 10 incidents are assigned to assignment-group "Catch-All".
• Bob and Betty are part of assignment group GR1 and they update some incidents
• Only 5 of the 10 incidents have been updated by either Bob or Betty

It seems easy enough to report on the 10 incidents in "Catch-All"

But I'm trying to get just the 5 incidents which members of GR1 updated (i.e. updated by either Bob or Betty).

I noticed that the inc_sys_updated_by field in incident_metric does give the user id of people who have updated an incident. However, this seems to be just a free text field on incident_metric and I cannot use it to bring up any "related records".

[isaacpio]

I think what I need to do is something along the lines of

incident_metric Definition is Assignment Group AND Assignment Group is "Catch-All"

AND

inc_sys_updated_by.user id is a member of GR1 or GR2 or GR3

[Michael Fry1]

The assignment group is captured into the field value. So Definition is Assignment Group and Value is Catch-All. However, there isn't any relationship to who did the update in this Metric.