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?

[Amanda Buggy]

This is where having "Time worked" added as a field on the ticket is helpful, it records an entry in the time_worked table every time the ticket is saved (who and how long they had the ticket open on the screen), so it does not ever have to have been assigned to them - this is even better than using Metrics.

This is how we do the "All tickets touched by my team" type reports.

[randrews]

check your metric definitions .. you SHOULD have one called assignment group...

using this metric definition you can report on every time the assignment group is set on a ticket <for incidents> by modifying this to report on the task table you should be able to get all records in one query... or just create a second report for catalog tasks etc.

obtw.. if you do NOT have it..

Table:                   Incident

Field                   Assignment Group

Type                   Field Value Duration

[merbs]

Hi Nat,

did you end up using a metric? I am in a similar situation where I need to provide the number of tickets touched, per month, by a workflow team that does not resolve tickets. Using the metric for assignment group works for some events when they are routing from their group to another, but not when they are updating   while assigned to another group.

Just curious if/how you resolved!

Thanks

[mrswann]

I am finding a challenge with the Assignment Group metric and not being able to count distinct if we want to ask the question

"how many Incidents did each Assignment Group handle?"

it seems to answer the question how many times does each incident get managed by the assignment group?!

In terms of the particular requirement in this thread, I think we have this as well... I know we should not be reporting against sys_journal due to system performance but it seems like the only way to get a true "touch count" ?

[Amanda Buggy]

Hi, you can use the "Time worked" field and table, this will record everyone who has "Saved" a ticket not just had tickets assigned to them