Good afternoon, community.
I'm trying to find a way to report on duration of a task that starts with our service desk assignment group and moves to another group. In other words, average triage time for our tier 1 agents to document and move INC to another group.
I've used the assignment group metric definition but the issue that I'm running into is how to isolate the instances where the INC record started with Service Desk and was reassigned to another group. I don't want metric instances where the task ended up back with the Service Desk or started with another group and was assigned to our Service Desk.
Hopefully this makes sense, but please let me know anyone has any thoughts or needs clarification.
Thanks everyone!
