Report Writing

[RMendoza]

I'm building a report using the Source type "Table" and the Table "Task".  I need to bring fields that shows the total time in service and who last worked on the request.  I can't find what table would provide this information.  The department doesn't want to know the SLA, they want the total time it took to resolve their request.  Any help would be greatly appreciated.

Thanks, 

[BrianProvencher]

You should be able to use the "duration" column to find the amount of time from open to close. Depending on how you have things set up, the "updated by" column should give you a good idea of the last person to work on the task.

[RMendoza]

Hi Brian,

I'm already using the "Duration" column, but I wasn't sure if I needed to include any additional columns. I had the "Updated by" column initially but removed it—I'll go ahead and add it back in.

One last question: is it possible to include the Caller in this report? Some Incidents were opened by our ITSM staff on behalf of other employees, and we’d like to capture who the original requester was.

This is my first time building a report, so I’m still figuring things out.

I appreciate all your help!

[BrianProvencher]

No worries! If the ticket is filled out properly, you may be able to leverage the "on behalf of" field for those tickets that were opened by ITSM staff. Either "requested for" for requests or "on behalf of" for Incidents.