Report on previous assignee of a ticket
We recently did an overhaul of our groups, during this update a decent amount of tickets were assigned to the wrong agent. Unfortunately, no one caught this error until after the weekend when most of the tickets went from Solved to Closed.
I'm looking for guidance on building a report that would show tickets that were reassigned, who the original assignee was, and the total count of tickets reassigned.
The easiest way would be to use the Updates History dataset.
- DCOUNT(Tickets updated)
- Ticket ID
- Update Date
- Update ticket assignee
- Assignee name
- Changes Field Name = assinee_id
- Ticket solved = Your date range
- Ticket status = Closed
You will then see each ticket, the update date and the assignee changes. You cannot filter by update date as you will not know how far back the original assignee was set.
Making a little more focussed, create a new Standard Calculated Attribute:
IF [Assignee name] != [Update ticket assignee] THEN [TICKET ID] ENDIF
.. and filter this to exclude NULL.
That checks if the last assignee name is different form a previous assignee.
This was exactly what I needed. Thank you very much.
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