Touched incidents by particular assignment group

[abhishekkm]

Hi Everyone,

I have a requirement to generate a report that shows how many incidents were handled by the Database group, how many were closed by them, and how many were transferred to other groups. I attempted to create this report using the databaseview table, referencing the sys_user_group, sys_audit, incident, and sys_user tables. However, the report is not producing the expected results. Could you please help me understand how to resolve this issue?

Thanks,

Abhishek KM

[k_lutz]

Hi,

There are a few that come out-of-the-box(OOTB) that can be used. If you look under Metrics > Definitions. You will find some created for Incident like "Assigned to Duration", "Incident State Duration", "Assignment Group", etc. that can be used. Some of them are scripted and some are triggered base upon a field change. It's possible these can help or maybe be combined with your DB view to get the data you want.

[Ankur Bawiskar]

@abhishekkm 

check this article

Generate Report for Incidents handled or touched by your team even after reassignment 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@abhishekkm 

Hope you are doing good.

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