I am trying to create a report that shows callers in our unassigned ticket bucket that have multiple

[joeymeenach]

I am trying to create a report that shows callers in our unassigned ticket bucket that have multiple incidents. The reason I am doing this is we have a person that delegates tickets and they want to quickly be able to see if a caller already has tickets open with an agent so they can just assign the new ticket to them.

[Hemanth M1]

Hi @joeymeenach ,

Not sure i understand the requirement here, you would need a report that show perticular caller opneded ticket already and which is unassigned??

if so create a report and group by caller where ticket assignment group is empty.

[joeymeenach]

Hey @Hemanth M1 , thanks for responding,

To me it seems like it has to be two reports,

One report showing the unassigned and one report showing who already has multiple open tickets and set side by side. My end user is wanting these two piece of info in one report and I am struggling to figure out if it is even possible. I am actually reaching out to my end user to have them draw how they think it would look

[Hemanth M1 · Accepted solution]

Hi @joeymeenach ,

Create a report as below:

1)Report on Incident

2)Choose list type

3)Configure : select "Additional Group By" as caller

4)Filter Condition as below

5)Result:

6)If you want to check duplicate caller(who already has multiple open tickets) , select group by as caller from the drop down

Result:

[Kristen Ankeny]

Are they only viewing tickets assigned to a particular group? If so, then I would add to Hamanth's suggestion: a report grouped by caller that shows the active incidents and include in the columns the assigned to.