Report to create how many teams ticket is getting re-assigned

[SnehaY]

Hi guys,

I am working on a requirement where the team has requested a re-assignment report for different departments and users.

For example:

• If the IT team receives a ticket and it gets reassigned to a different department, the report should capture the change in department.

• We also need a report that tracks tickets being reassigned between internal teams.

The report should cover both INC (Incidents) and RITM (Request Items).

Can you please help me create these reports? Many thanks in advance!

[SumanthDosapati · Accepted solution]

@SnehaY 

You can use Metrics.

1. Navigate to Metric Definitions list using metric_definition.LIST
2. Create New
3. Fill details as below
   DONE!!
   
   Now your instance starts capturing the assignment group changes.

You can find them in metric_instance table

> Go to metric_instance.LIST

> Apply filter as Definition is (the one you created above)

> bring the start, end, value, ID, duration fields to the list view.

Accept the solution and mark as helpful if it does.

Regards,

Sumanth

[SumanthDosapati · Accepted solution]

@SnehaY 

You can use Metrics.

1. Navigate to Metric Definitions list using metric_definition.LIST
2. Create New
3. Fill details as below
   DONE!!
   
   Now your instance starts capturing the assignment group changes.

You can find them in metric_instance table

> Go to metric_instance.LIST

> Apply filter as Definition is (the one you created above)

> bring the start, end, value, ID, duration fields to the list view.

Accept the solution and mark as helpful if it does.

Regards,

Sumanth

[SnehaY · Accepted solution]

Hi @SumanthDosapati,

Thanks for the solution, Do we need to the same for RITMS as well?

[SumanthDosapati]

@SnehaY 

Yes. The same can be done for RITMs also.

Accept the solution and mark as helpful so that it benefits other readers.

Regards,

Sumanth

[SnehaY]

Hi Sumanth,

How to create a interactive filter for this dashboard I have tried to add interactive filter it's not working any ideas please.

Thanks,
Sneha