Tickets assigned to our queue
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11-18-2020 07:36 AM
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.
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11-18-2020 10:23 AM
Hi JAY
Do you have Metric plugin installed in your instance? If yes, may you please check if you see the metric as active there? In Application Navigator: Metrics -> Definitions -> MTRC0000006.
Do you use admin user for making a report where incident_metric table is involved?
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11-18-2020 10:30 AM
Hi Appli,
No I don't have access as admin but I use my individual login. Also, I don't see Metric plugin installed.
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11-18-2020 12:39 PM
Hi JAY
If so, my proposal using metrics will not be applicable for your request.
The only thing I can imagine - in scope of OOB "Incident assigned to my group" email notification, an instance should send emails to all group members each time an incident is assigned to your group. You may filter these emails out in your email client to see what was assigned on the specific day ...
