Reporting - Incident_metric

[sagarcbanou]

Hello all, I am trying to create a visual using incident_metric table. The goal is to achieve all incidents that were routed by certain technicians without assigning ticket to themselves first. I tried to capture this data using last updated field- but even if they put a comment it doesn't give a complete overview if ticket was routed by them to some other group. 

Also, as the technician didn't assign the ticket first to his/her group of to himself/herself - they entry is not recorded in the Definition->Assigned to duration.

[Ankur Bawiskar · Accepted solution]

@sagarcbanou 

you will have to use "Assignment Group" metric for this.

Create a database view between "incident_metric", "sys_user_grmember" and "sys_user_group"

Then create report on that database view table and use your conditions.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[sagarcbanou]

Thankyou Ankur, this really helped.