How to generate handled ticket report by individual members of a group?

Noel_Manalili
Tera Contributor

‎01-21-2024 10:37 PM

Hi Everyone

 

I just want to ask, how can I generate report for handled/touched ticket by each individual member of my group using Incident Metric [incident_metric] Table?

 

Currently I use the conditions: 

Updated by > is one of > (group members)

Task type > is > Incident

Created > on > This month

 

Columns: Ticket Priority

Rows: Updated by

Aggregation: Count 

 

But I don't think its giving me a correct data. 

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Noel_Manalili
Tera Contributor
In response to nowgpt1

‎01-22-2024 02:35 PM

Hi Nowgpt1

 

Thank you for your inputs, but how can I capture all the individual who have touched or dandled the ticket even it was not assigned to them because some of the agents are just putting a notes or updating the ticket without them owning or assigning the ticket to their name and some are just dispatching a ticket?

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