Report required for all task, tickets, incidents etc been assigned to a group in a month

[avinash kumar]

We need a report which lists all the incidents, tickets, problem, support ticket etc worked on by a specific assignment group in a month. This report will be most useful to IT Service Desk team which is assigned many tickets and after the initial assessment, they reassign them to some other groups if the requirement is not to be fulfilled by them.

I was exploring if we can use the time worked data for this or do we need to use the historical data for assignment. As this report would be useful if we have more than one groups as well, could someone please give some valuable suggestion.

Regards,

Avinash

[avinash kumar]

Hi Natasa,

This is not a difficult task to achieve . It is straightforward and if you look at the wiki and search for Metric definition you will find few examples.

What it does is that it creates an entry into the metric instance table against the definition(like task assignment group change metric definition) and also tracks the old and the new value.

However, this will not capture the historical data prior to its implementation.

This solution is pretty straightforward and you should be able to do it after reading about Metric definition in wiki in an hour.

However, for getting the historical data prior to this implementation, you would need to look at sys_history_lines table but reporting is not advisable on this. This stores the changes only if the tables are audited which is the case normally with the task tables.

Hope this helps!

Regards,

Avinash

[n_jeremic]

Thanks Jamie, Mansi and Avinash.

I will go through it and check what I can do. This was really helpful.

Thanks again and wish you all a good day!