Incident Report

[Garvit1]

Hi Team,

I need to pull out a incident report where in report its visible like "Assigned to our team" and resolved by our team", what condition can be applied,

I tried with Opened on today & assignment group our team group & assigned to our team or resolved by our team

when I pull out the report it only shows resolved not "in progress or hold" in order to achieve what conditions I can apply. 

[Dr Atul G- LNG]

Hi @Garvit1 

To pull out an incident report where:

• "Assigned to our team": Use the Assignment Group field.

• "Resolved by our team": The Resolved By field is always a user, not a group, so you can use the Resolved By field.

Additionally, you can specify the condition to filter incidents where Resolved By matches the name of any member of the group. This way, you can track incidents resolved by any member of the group.

[Garvit1]

@Dr Atul G- LNG actually I need to track how many tickets resolved by our team, assigned to our team and resolved by our team. 

So i tried with the below query in SNOW
Opened on today and(Condition)

assignment group name and (Condition)

assigned to.email our team or (Condition)

resolved by.email our team 

it is only showing the resolved count not in progress/hold tickets count. 

[Dr Atul G- LNG]

Hi @Garvit1 

Because you're using Resolved By, it means the Resolved By field is the key in the resolved state. In this case, for the last condition, use OR instead of AND.