Hi All,
I would like to ask how can i create report on the duration/time worked on a incident task for a certain support group only. The scenario would be as follow:
User submit a ticket for a certain issues, a support staff picks up the ticket and perform level 1&2 diagnostic. Then creating an incident task and escalate to L3 support staff.
I'd like to create a report from the time escalated to L3 staff and the average duration they take to close the ticket.
Your help is much appreciated
THANKS!
