Metrics Report - Assignment Group
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04-01-2019 07:32 AM
Hello,
Can anyone please help me how to create a report to pull a report how much time taken for Serviice Desk group to Resolve the incident should capture based on the time the ticket is assigned to Service Desk group.
I tried with Incident Metric report but it is giving the overall Duration time taken to resolve the incident but i need to pull only time taken with Service Desk group to assign the ticket.
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04-04-2019 03:42 AM
You will need to create new metric.
Try to use below example.
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04-05-2019 04:15 AM
I thought of doing same but with this it will help for the future tickets but not for the existing tickets right ?
I need to pull the last year audit report
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04-05-2019 04:45 AM
Right now you can only create an indicator which will show how long it took to resolve incident which were assigned to Serviice Desk group while being Closed and group has not been changed later.
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04-05-2019 05:32 AM
Thnks for the suggestion unfortunately we dont have Performance Analytics license. Cant we pull it from Audit table ?
