Tickets assigned to our queue

[JAY138]

I’m beginner to service now and part of triage team. I’m trying to get a report to know the tickets which are assigned to my group on a given date. The creation date can be any date but ticket can come my queue today. Im interested in knowing the tickets which are flowed in/created today. Can someone help.

[Mouli Praneeth]

Please try this

[JAY138]

Thanks Praneeth for the response. But I’m interested in tickets which are assigned to my group today even though they were created on some other day as well.

[Appli]

Hi JAY

To get a report with "Assigned on a given day" filter, you need to use a metric that tracks Assignment group field in Incident table, where Type = " Field Value Duration". Such metric comes out of the box (please see in Metrics -> Definitions -> MTRC0000006)

Assuming that you are the member of "Service Desk" group and interested in all tickets assigned to this group today, please consider to use this report (table=incident_metric)

Hope it helps

[JAY138]

Hi Appli, Thanks for the reply. I don't see any Definition as 'Assignment Group'. Can you please let me know if I'm missing anything.