Resolved by <=> Assigned to
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08-22-2022 07:03 AM
I need to create a report of who resolved an incident, when it may have been re-assigned to another member of the same assignment group for resolution, and then was resolved by someone else in the same assignment group.
I can't use reassignment count because that's only at the assignment group level, not the assigned to level. I can't use updated by since SN only shows the last update. I can't use opened by is different than closed by because in most cases it's the customer sending a direct inject email, or the service desk moving tickets into their queue.
How can I report of the resolved by, value, and show that the ticket was assigned to members of the same assignment group?
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Incident Management
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08-22-2022 07:15 AM
Hi Mark,
Did you try using Metric reporting. Navigate to Metric >> Definitions & check if there exists an entry for Incident table's assigned to field.
If so, you can follow link & create a database view for metric & incident table & then report on database view created table with filter as
Defintion | is | ABC
Where ABC is supposedly name of metric as in Metric >> Definition.
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08-22-2022 12:43 PM
I'll suggest that to my sponsor. She has access to the Metric table, and I don't. She did tell me she tried to create the report in the Metric_SLA table, but maybe this will work for her.
Thanks for your reply and input!
Mark
