How to created a report on 'Updated by Service Desk'?

[Adwitiya Kausha]

As many tickets are opened via the self service portal and get assigned to the service desk and then recategorized to be resolved by another team, the report needs to be able to accurately report on a monthly basis the number of tickets that were "updated in any way by the members of the service desk team" at any time in the activity history. So if they updated the work notes, recategorized, assigned, added an attachment, etc. 

The fields that  would need to see in this report if possible would be the date the Incident / service request was opened, by what method, who opened it, state, who closed it, the initial ticket categorization, the current categorization, reassignment count, which helpdesk analyst updated the ticket and if possible what updates they made.

[Syedmd08]

To generate the report that accurately reflects the data you are looking for, you would need to access the incident/service request management system's database and retrieve the relevant fields.

The following fields would need to be included in the report:

1. Date the incident/service request was opened
2. Method used to open the ticket (e.g., self-service portal, phone call, email)
3. Name of the person who opened the ticket
4. State of the ticket (e.g., open, closed, in progress)
5. Name of the person who closed the ticket
6. Initial categorization of the ticket
7. Current categorization of the ticket
8. Reassignment count (number of times the ticket was reassigned to a different team or individual)
9. Helpdesk analyst who updated the ticket
10. Details of updates made by the helpdesk analyst (e.g., work notes, re-categorization, assignment, attachment)

By including these fields in the report, you will be able to accurately report on the number of tickets that were updated by members of the service desk team and track the changes made to the ticket during its lifecycle.

Please mark my reply as Helpful and/or Accept Solution, if applicable. Thanks!

[Adwitiya Kausha]

Thanks for your response, but how would we get list of incidents/ requests that were updated by service desk members?

[KimMel Briscoe]

Hi Adwitiya,

Not sure if you have found your answer yet.  To see a list of incidents/requests, when creating the in 'Type' scroll down to the 'Other' chart types and select 'List'.

Please mark my reply as Helpful and/or Accept Solution.