question Re: Resolved by <=> Assigned to in ITSM forum

Resolved by <=> Assigned to

markstorey — Mon, 22 Aug 2022 14:03:59 GMT

I need to create a report of who resolved an incident, when it may have been re-assigned to another member of the same assignment group for resolution, and then was resolved by someone else in the same assignment group.

I can't use reassignment count because that's only at the assignment group level, not the assigned to level. I can't use updated by since SN only shows the last update. I can't use opened by is different than closed by because in most cases it's the customer sending a direct inject email, or the service desk moving tickets into their queue.

How can I report of the resolved by, value, and show that the ticket was assigned to members of the same assignment group?

Re: Resolved by <=> Assigned to

Jaspal Singh — Mon, 22 Aug 2022 14:15:27 GMT

Hi Mark,

Did you try using Metric reporting. Navigate to Metric >> Definitions & check if there exists an entry for Incident table's assigned to field.

If so, you can follow link & create a database view for metric & incident table & then report on database view created table with filter as

Defintion | is | ABC

Where ABC is supposedly name of metric as in Metric >> Definition.

Re: Resolved by <=> Assigned to

markstorey — Mon, 22 Aug 2022 19:43:46 GMT

I'll suggest that to my sponsor. She has access to the Metric table, and I don't. She did tell me she tried to create the report in the Metric_SLA table, but maybe this will work for her.

Thanks for your reply and input!

Mark