Creating technician activity report

Sbuckley10 — Thu, 26 Sep 2024 14:11:50 GMT

Hi,

Would like to create a report by tech on all the tickets that they had worked on for a given time range. I can get a report on tickets they opened or resolved. But how do I include ones they put updates in without necessarily assigning ticket to themselves? I tried using filter 'updated by' but it doesn't seem to be giving me what I thought, so I am not sure how that filter works.

Thanks

Steve

Re: Creating technician activity report

JC Moller — Fri, 11 Oct 2024 09:08:00 GMT

This information is not stored on the Incident table itself, but there are already metric definitions added for this purpose OOB. The data is stored in the metric_instance table and can be reported from there. You can add additional metric definitions to support your organization's needs. Hopefully this helps.

BR, Jan

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Creating technician activity report

Re: Creating technician activity report