Incident Reassignment Time Tracking by Group

[Thomas Christop]

Hi! We manage Incidents that routinely handed off (reassigned) to another group and sometimes again to another group. We are able to track the number of times the Incident has been reassigned, but not the time the Incident spent with each group. Is it possible to track how long an incident spends with each group before it is reassigned? This would be helpful in identifying efficiencies between our tier levels.

Thanks in advance.

[AndersBGS · Accepted solution]

Hi @Thomas Christop ,

Please look into SLA breakdown definition by assignment group. You can create end end-2-end SLA/OLA, and then create a breakdown by assignment group. This tracks the time each assignment group has spend on the single ticket.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders