Report on tickets assigned by certain user, same report should also contain all assignement history on tickets

[maalto]

Hi!

I got a request to create a report on tickets assigned by certain user and in the same report I should also see all assignement history on tickets.

• If the ticket has been assigned by this certain user
• All other users and assignment groups that the ticket(s) have been assigned to
• Preferably also the duration/business duration

I know all of this information is in the Metrics tables but how do I put them all together?

I can find all tickets that has been assigned to this person with running a report on Metric_instance, where Definiton is Assigned to duration and Value is the persons name. But now I would need the rest of the history of the tickets and this is were I am stuck.

Thanks in advance!

[PeterWiles · Accepted solution]

Hi,

There is a database view between the metric and the Incident task table. You can do the same for the ticket table. Navigate to "Database Views" under System Definition. Look for "incident_metric" and copy for the Ticket table.

This will join the metrics and the ticket table, allowing you to report across both. You can then filter the information as required.

Pete