Report how many tickets were open in a Month for a group

[Fredo1]

Hi

I would like some assistance in creating the following report:

I want to show how many tickets were opened in a month for a particular Group (IT support)

Here is my filter:

Opened = This Month

and

Assign Group = IT Support

However, that filter only shows tickets that were opened this month and are currently assign to IT Support.

It does not count tickets that were opened to IT support and that they were reassigned later on to another group.

Thanks

[lasse3]

Hi Alfredo,

You could create a new field called "First assignment group" and then create a business rule that fires on insert or update when

"Assignment Group" Changes

AND

"First assignment group" is empty.

Set "First Assignment Group" = "Assignment Group"

This way you can report on the initial assignment group.

Alternatively you can also use a metric or look into Performance Analytics.

See this page: Metrics

For instance here is a metric instance that measures the time an Incident is assigned to a specific person. In your case you could modify this to look at the assignment group: Metric instance

I have customers that use this to measure how long time incidents spent in different assignment groups. It can be a great performance indicator and a great way to indicate where bottlenecks in your organization are.

Remember to choose the "incident_metric" table instead of the "incident" table as the source of your report.

I hope this helps!

Kind regards

Lasse

[Naresh27 · Accepted solution]

Yes. that is what you see if you run a report on Incidents tables. it always shows the current state of the ticket which in deed current assignment group or current priority etc.

However ifd you want ot track all tickets that were sometime assigned to IT support but later re-assigned. you are looking for past status.

in that case you have to run a report on metric instance table with metric definition as 'Assignment group duration'.

here you see each ticket as a record with the assignment group it was assigned to.

[Fredo1]

nadon

Where do I select metric definition as 'Assignment group duration'.

I have this:

[Fredo1]

I think, I got it

Thank you nadon