Report : total ticket per group per reassignment

Answered

5 Comments

  • Graeme Carmichael
    Community Moderator

    Sch

    Try this:

    HOW

    • Ticket Group

    FILTER

    • Date (Ticket Solved) is the last XX days

    Depending on the detail you want on the report, you can include a few metrics:

    Tickets solved in one group:

    Tickets solved in more than one group:

    Ticket solved in one group %

     

    0
  • Stine Christensen

    Hi there, thank you for answering. I'm not sure this will give me the results I need since all tickets are solved in the same group at the end (support).

    I need a report showing me tickets solved in first line, without forwarded tickets to another group

    0
  • Graeme Carmichael
    Community Moderator

    Sch

    To list the tickets solved within one group without forwarding, you can use a numerical filter based on the the number of group stations:

    WHAT

    • # Group Stations

    HOW

    • Ticket Group
    • Ticket ID

    FILTER

    • Ticket Group is Support
    • Ticket ID where # Group Stations is equal to 1

     

    0
  • Stine Christensen

    I will try that :)

     

    Is there any other filter I can add to show how many tickets that are reassigned from group 1 to group 2 then?

    Because group 1 (support) also forward alot of other tickets to other groups.

    So I want to get #tickets assigned from group 1 to group 2

    0
  • Graeme Carmichael
    Community Moderator

    Sch

    You can create a simple report to list tickets moving from Group 1 to Group 2

    HOW

    • Ticket ID
    • [Text Field] Previous Value
    • [Text Field] New Value

    FILTER

    • [Text Field] Previous Value is [Group] Group 1
    • [Text Field] NewValue is [Group] Group 2
    • Date (Event) in the last XX days

    Or you can create a custom metric like this:

    Count Tickets Moving Group 1 to Group 2:

    SELECT COUNT (Ticket Id,Ticket Text Field Changes) WHERE ( [Text Field] Previous Value = [Group] Group 1 AND [Text Field] New Value = [Group] Group 2 )

    The report can then look like:

    WHAT

    • Count Tickets Moving Group 1 to Group 2

    HOW

    • Ticket ID

    FILTER

    • Date (Event) in the last XX days

     

     

    1

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