when certain tickets are reassigned back to the service desk to get more information

[karan15]

need help as there is issue going on in our organisation wherein with our  outsourced service desk , we are seeing a number of incidences of service desk, not attempting the resolve the issue or trying to understand the user’s application issue or gather the necessary information to triage whether the users issue is account-based, hardware-based, of software-based 

basically we want to see which all tickets are reassigned back to the service desk to get more information

is there any report we can use ?

[Harish KM]

I think you can run a report on Incident Metrics table and look for field value (it shows previously assigned group).

[karan15]

Hi 

can you please provide me bit more details of query and fields used?

[Harish KM]

For example you can check for a particular incident. how many times this incident as been re assigned to different groups on incident metrics table. The value field shows the list where the inc was previously assigned as well current assignment group in my case "Anaylyst group". So you can filter service desk group and I can confirm this incident was reassigned twice to service desk group. The Assignement grp shows current group which incident is assigned at present.

[karan15]

thanks a lot , is there any particular query you used ? is there any query i can use to get list of incidents for a month which have been assigned back and forth to lets say analyst group ?