Reporting on all tickets touched by a user/group

[nmcl]

I'm looking to write a report that details where an individual/team have 'touched' a record.

e.g.   a 3rd line team wants to see all records that they've spent time on.   Whether they did the work and close it, or simply provided advice back to 1st line on how to resolve.

I've looked at the incident metric table but am not getting the expected answer.

Has anyone else created a similar report?

[Mike Allen]

Try the History (sys_history_line) table.   It will tell you when a ticket gets moved to a group or user and moved from a group or user.

[San6]

Will this history report allow pulling assigned to duration for current or future tickets, or at least the time stamps so then a report can be generated to calculate the duration?  The reason I ask is because we didn't have a metric setup with the assigned to field and need to go back and pull reports for work effort now.  It's my understanding though when you setup a metric definition it only works from that point going forward.  Any recommendation on how we can pull this information in the meantime on past tickets so we can calculate the duration?

[nmcl]

Thanks Mike.   What if the ticket was never logged at by the individual/team?

So a ticket is assigned from 1st to 3rd line, but before 3rd line look at it another 1st line analyst resolves it.

[Mike Allen]

History tracks any movement of the ticket.   So, if they move it from group A to group C, it will show that change.   You can then look at who closed the ticket to see that, as well.   But, any change of the ticket that has a field audited will show up in this table, so it will show the ticket changed groups regardless of whether someone in the group looked at it or not.