Create Report with Reassignment History

[johntsui]

How can i create report in list format that shows the assignment history with the time stamp? This will allow me to further review the ticket without clicking into the ticket one by one, it will also allows me to review timeframe between escalation. thanks.

[Chris M3]

You would need to create a metric on the assignment field, and then report off of that.   It would also give you the duration between escalations.

[Lucien1]

Hi John Tsui,

Did you ever get this working. I am trying to do this but all I get is who was last assigned.

Please let us know,

Thanks,

Lucien

[KHDouglas]

Hi Lucien,

To expand a little on the comment from Chris, the report would use the table 'Incident Metric' table.

Example Conditions:

Definiation is 'Assigned to Duration' (on most instance as an out of the box metric)

Calculation Complete is 'True'

You can then use Value in the report which would have the previous assignee names.

[Lucien1]

Hi Karl,

Thanks for expanding on this and I have been able to get this working up to a point. I have got the counter working and for a high level report it is fine. What I am trying to produce is a bit more complex.

I am trying to create a report where per call, I can see what group logged the call, how long it was in their queue, Who it was transferred to to, how long they owned the call and so on. The reason for such a report is to be able to what is causing SLA's to breach and possibly change the way teams look at tickets.

I hope this makes sense since all the guys here look at me as if I am mad 🙂