Report on previous assignee of a ticket

2 Comentários

  • Graeme Carmichael
    Community Moderator

    Greg

    The easiest way would be to use the Updates History dataset.

    Metrics

    • DCOUNT(Tickets updated)

    Rows

    • Ticket ID
    • Update Date
    • Update ticket assignee
    • Assignee name

    Filter

    • 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.

     

     

     

     

     

    1
  • Greg

    This was exactly what I needed. Thank you very much. 

    0

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