I need to create a trend report of time spent by several assignment groups, resolving tickets.

[davidslavkin]

How would I create a trend report showing time spent by specific assignment groups resolving tickets? Thanks!

[AndersBGS]

Hi @davidslavkin ,

Do you mean actual time spend or time assigned to the different teams? For assignment you could either look into incident metrics by assignment group or you could look into SLA breakdown plugin.

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best regards

Anders

[davidslavkin]

Hi Anders,

I mean actual time spent. We'll address time assigned later. But I'd like to be able to provide relative SLA details, so will take your advice and learn about the SLA breakdown plugin too.

Thanks,

David

[AndersBGS]

Hi @davidslavkin ,

Ok, where do you store time "actual time spend"? In the time worked or? 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[Andrew_TND]

Hi @davidslavkin 

You can easily achieve this by leveraging metrics. In your instance you may already be recording them. In reporting look for the “metric_instance” table.

Please mark as helpful or if it’s resolved your issue, CORRECT!