Service Desk Reporting

[MkSupe]

Hello,

I am trying to create a report that would show incident base tracking. for instance, an incident that started our with our assignment group and is worked by our agents, but will ultimately end up elsewhere to be resolved by a non supported assignment group. this could be due to ordering a part, escalating or sending a tech for instance. We want to be able to credit our agents, but tracking this seems to be tricky. Any suggestions for a report to be built to do this? 

[Allen Andreas]

Hi,

You can review metrics and look at the assignment group field value, checking for that specific assignment group. This will look through the history and if that assignment group was involved throughout, that record can show up.

Alternatively, you may want to consider using incident tasks for those situations where the process depends on another entity that may not be a traditional support group. They work the task and then close it, allowing the original team/agents to close the loop. Thus the incident isn't hopping around to non-traditional support teams. Just an idea!

Please mark reply as Helpful/Correct, if applicable. Thanks!

[MkSupe]

Hello, 

thank you for your reply. Would I use the Incident_Metric table to track this? Any suggestions on how to lay this out would be appreciated also. 

[OlaN]

Hi,

Another solution would be to create a custom field that tracks/sets a value on the record that indicates a hopping record, and then create a report using that value.

But I do agree on Allens suggestions on using the metrics or working with incident tasks as a part of the process when that situation occurs.