Reports on Incident and SCTask Tickets worked on by a Group

[AP30]

Hello All,

I am looking to pull a report on Incident tickets and SCTask tickets that were worked on by a group (lets call the Group "Benefit") however, I do not want to include tickets that was assigned to the group but not worked on by a member of the group (meaning the ticket was reassigned to the appropriate group). I only want to pull tickets worked on by group "Benefit" (or simply a member of group "Benefit").

Is there a way to pull these reports without scripting? If scripting is required, could you help with a script if you've worked on a similar report or know how to get this done?

Your help is appreciated.

Thank you

[Balaji Jagannat]

Without any scripting, you can try to create a simple report based in Task table and filter for task type being “incidents” or “SCtask” and assigned group as “benefits”. Hope this helps.

[AP30]

Hello. I tried this but its not pulling the right number for incidents and ritm assigned to the group at a point, worked on (briefly) and reassigned to another group. Its only pulling tickets assigned to the group and closed by the group.

[Balaji Jagannat]

Hi AP - if you would like to pull in tickets that were briefly worked on /reassigned by that group in your report, then you will have store the assignment history/changes in a different table, so that you can make the report of it. Without any customization, you can only pull report based on which group has the current assignment of a given ticket. 

**Mark this comment as Correct Answer/helpful if this has helped you. 

[Community Alums]

Hi AP,

you dont have to write any code to achieve this. Just simply create a new report on 'Task' table with following filters. Let me know in case of any questions.

Please mark this comment as Correct Answer/helpful if it helped out

Cheers,

Hardit Singh