Service Desk Reporting

[b__KieronJ]

Hi Everyone,

I have been tasked to create a report to display incidents with the following scenario:
Service Desk is the Originator group and logs a ticket to Assignment Group "A". Assignment Group "A" assigns the ticket back to Service Desk with the reason "Wrong Routing". Service Desk then assigns the ticket to Assignment Group "B", Assignment Group "B" then assigns the ticket to Assignment Group "A" and Assignment Group "A" then resolves the ticket.

The reason for this report is that the Service Desk is getting penalized for the amount of "Wrong routing" assigned back tickets, where as in the case above, the ticket was routed correctly initially. An ideal query that I would have expected to use on the incident table would be something like:
Originator Group is "Service Desk" AND
Assigned Back Code is "Wrong Routing" AND
Reassignment Count is greater than or is = 3 AND
Assigned Back Count is = 1 AND
"Resolved by Assignment Group" is same as "First Assigned Assignment Group" 

I have just not seen how to make the last part of the query ("Resolved by Assignment Group" is same as "First Assigned Assignment Group") possible and your help would be much appreciated!

[Dr Atul G- LNG]

Hi @b__KieronJ 

To get the old and new assignment groups, you can create a metric definition on the assignment group. Then, create a DB view of the metric and indicator table, and build the report based on that. You can refer to the OOTB (Out of the Box) metric and use it in your case.

[b__KieronJ]

Hi @Dr Atul G- LNG 

Thank you for the quick response. I'm not to sure if I'm understanding your solution correctly. So basically if I create the metric what exactly will that allow me to do? What I am trying to achieve is get a list of incidents where the Assignment Group that resolved the incident matches the Assignment Group that Service Desk assigned the incident to in the first place but the reassignment count is still greater than 2. Hoping you can maybe elaborate on your solution?

[Dr Atul G- LNG]

Hi @b__KieronJ 

What I am trying to achieve is get a list of incidents where the Assignment Group that resolved the incident matches the Assignment Group that Service Desk assigned the incident to in the first place

Atul: 

I think this could be a complicated case because, to match this, you would need to run a query where you check if the first assignment equals resolve by.assignment group. I understand your intention is to see if SD has assigned the ticket to the right group at the first place, but this is not as straightforward as it seems using metrics. It's not an easy task, and I'm not a developer, but here’s what I think could work in a report:

1. Create a database view combining the metrics and incident tables.
2. In that view, find out the first assignment group or first assignee in the metrics table for each incident.
3. Then, match that with the assignment group in the incident record.

This approach could give you the desired result, but it might require some careful handling of the data and logic to ensure accuracy.