How to create an Age breakdown based off Assignment Group

fpuzon · ‎12-21-2015

Hi All,

If i wanted to break down the age of open tasks by assignment group, what would be the best way to accomplish this. Currently we have an 'Open tasks by age breakdown' gauge, but it doesn't shows us exactly which groups are carrying these 90+ Days, etc old tickets. The requirement is to be able to click on the 'Number of open tasks by Group Type' like you see here:

And then from here be able to click on one of the above groups where it can then take you to see all the tasks by age from that group you selected:

I appreciate your time.

Thank You,

Fred

Vincent Loffel1 · ‎12-21-2015

Hi Fred,

It's not possible to jump from a widget to another widget in Eureka or Fuji instances, in Geneva you can.

Another way to accomplish this is to create a breakdown dashboard. Set the assignment group as the breakdown for your dashboard.

Create widgets, like the last one you've described and select the follow breakdown option and select the assignment group breakdown.

You will see that after selecting an assignment group the widget will show you only the aging details for that specific assignment group.

Cheers,

Vincent

fpuzon · ‎12-22-2015

Hi Vincent,
I appreciate the reply! I'm currently on Eureka and I don't see Follow element. Here is a widget that I created to pull the tasks by age. And this is what the widget looks like on my Dashboard. I'm also a little unclear when you say create a breakdown dashboard. I appreciate your help.

Thanks,

Fred

Vincent Loffel1 · ‎12-22-2015

Hi Fred,

I'm sorry, I mistakenly thought that breakdown dashboards were already available in Eureka. Also breakdown of a breakdown is not available in Eureka

The only way i can think of right now to achieve this goal is to create indicators per assignment group.

create a new automated indicator or copy an existing one and add an additional filter like "Assignment group is ServiceDesk". Now add the breakdown age and create a widget on this indicator, and repeat this for every assignment group you want to have.

I know this is probably a lot of work but in Eureka it is the only way I can think of right now. Maybe planning to upgrade to Fuji or Geneva? 😉

Cheers,

Vincent

fpuzon · ‎12-22-2015

Hi Vincent,
No need to apologize. I just wanted to make sure I was doing it right. I appreciate your help. I will give this a try and let you know how it goes.

BTW, Only one of our sub-production instances are running FUJI. We hope to upgrade PROD by early next year.

Thanks again!

Fred