Incidents report for touched assignment group

[uzunovster]

Hello all,

Is it possible and how can I make a report about Incidents touched a specific assignment group. I need a simple list with columns like: date entering the queue, date assigned to someone from the group, assigned to, date exiting the queue(redirected, resolved, closed etc.) time being in work in progress state and agent's updates... SNOW version is Jakarta.

Thank you!

[SanjivMeher]

Hi Ivan,

You can write a metric definition on incident table and select field as assignment group. Infact there is an existing metric defintion which you can use. Then you can write a report on metric instance table.

[Jaspal Singh]

Hi Ivan,

Metric reporting can be used for getting the requirement met. As suggested by Sanjeev you can use OOB metric available for Assignment Group on Incident table.

Link Metrics should help you understand it better.

[uzunovster]

Thanks a lot Sanjiv. I was going to the exsisting questions here and was already getting the impression that your advise is the way to hadle this task.

However in the enviornment I'm working within it seems like I don't have permission to use Metrics or the plugin itself is not activated. So now I have to figure this out first.

Thanks a lot for the swift responce.