Our organisation has a need to report on the first reply time SLA and which agent and/or group breached these SLAs.
So I've tried a query with assignee name, group and ticket ID filtered to only tickets where it was a breach.
However, this is only telling me the CURRENT assignee or group of the breached ticket, and not the agent or team the ticket was assigned to AT TIME OF BREACH. Our tickets often go through multiple reassignments before they are solved/closed which makes the current assignee/group reports invalid.
I've searched the community and was surprised to see this doesn't appear to have come up before.
Por favor, entrar para comentar.