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.

[KHDouglas]

Hi Lucien,

To report around the assignment group, simply use the 'Assignment Group' metric.

I've attached a SS of a basic report, you could remove the incident number filter and add closed on last for example.

The key fields are the value (which show the historical assignment groups) and duration (time spent with each team).

Hope this helps,

Karl

[Lucien1]

Hi Karl,

You are a LEGEND . The difference between what you have given to me and what I had was the selected columns BUT what really is key is the Definition. (Will need to figure what that does) but it has brought back exactly what I need.

A huge thank you....

Regards,

Lucien

[scottatah]

Any suggestions for how you might organize this report so that you can run it based on the person that did the reassignment?

For my needs, I want to see this information, but rather than looking per ticket, I'm trying to see how much work members of my Help Desk complete.   I have visibility into incidents they resolve, but not the ones they investigate and reassign to tier 2.

I'm assuming I would need to modify/create a new definition to add in the 'updated by' value, but I'm not sure exactly how I would modify the metric and none of the other out of box metrics give me any great hints.   I understand the high-level administration, but don't often get into the deep end of things.

I tried using the 'Assigned to' metric and looking @ values that = Help Desk employees on end-dates in my range where Resolved by is not a Help Desk employee.   This gives me the high-level information, but isn't always 100% accurate for who performed the reassigned.   For example, if the ticket is assigned to person A, but they're off for a day so person B reassigns the ticket without first reassigning it to themselves.

Thanks,

Scott