Reporting on all Incidents "touched" by a set of individuals

[daburges]

Hello all,

I am doing some metrics for members of my organization, we primarily track work done by a team via individual rather than assignment group. Therefore, when i check if an incident has been touched by a team I check if it was every assigned to a member of that team (which is a reference field that connects to the user table) .  

Recently, my co-worker requested a report on the number of incidents touched by the Help Desk team.

What I want: The requirements of the reports are relatively simple, just a single score for the number of incidents touched by our Help Desk team. This means any tickets that were either resolved by the team or were simply escalated, AKA assigned to another individual.

My initial attempts have been revolving around the Assigned to Duration Metric found in the [metric_definition] table. However, this metric creates a new instance every time an incident is assigned to the individual so if the incident was assigned to the same person twice or 2 different people on the team then data quality will be compromised since that will create two instances for a single incident.

Can anyone think of a way to get the distinct number of incidents a group of individuals has touched without duplicates?

Thank you for your time and patience.

[Michael QCKM]

Logical response Tim.

[Community Alums]

Hi,

Please watch the following video accomplish your requirement.

Please mark this comment as Correct Answer/helpful if it helped you.

Cheers,

Hardit Singh

Connect with me on YouTube

[Austin Tebbenh1]

Has there been any solution found to help resolve the issue of there being 2 entries for the same incident that may have been reassigned to the same group more than once? This raises a red flag when reporting on the data if there are multiple entries for one group working on the same incident. 

[juliekirkeeide]

Hello, thank you for the video. Can you clarify specifically what creates a new entry in the table? Is it each time the assignment group field is updated and the record is saved?  For example, If I assign an Incident to the database team and click on SAVE, and then for whatever reason, click SAVE again, will there be 2 entries?    Is there also an entry created each time a member of the database team makes an update to the Incident and clicks SAVE?  

Thank you again,

Julie Kirkeeide