How to create a report of all incidents received into my queue

[Andrew firth]

I am trying to create a dashboard report to show the number of tickets that come into our queue. We are a triage team and therefore we do not resolve all the tickets in our queue and most are reassigned. 

if I create a report using incident as the table I am only shown the ticket volumes that are resolved. If I create the report using incident metrics then my report is made with duplicates or when the incident comes in and when it is reassigned.

can someone help me solve this please?

[Sam Ogden]

Hi Andrew,

Please see this commnity post which creates a metric for incidents touched.  We implemented it and seems to work well.  It only creates a metric once, so if the incident is assigned to a group multiple times it won't create a new metric.  We created a copy of this and modified it slightly as some of our teams wanted to track the metric multiple times.

Cheers

Sam

[Slawek_Radziewi]

We added new field to table when triage group is saved using business rule so it is easy to report on.

[Kuldeep3]

Hello Andrew,

You can create a report with below details:

Table: incident_metric

Filter: Definition 'is' 'Assignment Group'

          Value 'is one of' List of groups

          Start 'on' 'Yesterday'

You can add more filters as per your requirement. We have create this report for yesterday assigned to groups mentioned in reports .This is working perfect on Madrid. 

Hope this helps you. 

Cheers!

[Kuldeep3]

incident_metric is database view. please see the below screenshot to create database view. This was missed in my last reply.