Unassigned Tickets

Overview

With this report, Technicians will be able to view all unassigned ticket within their assigned ticketing application.

Creating and Configuring the Report

1. Click the +Report button
2. Choose Ticket Report from the list of options

Name and Description

1. Be clear when entering the name and description of your reports, as you want the purpose of the report to be clear to your team.
   • For this example, you can type a name of Unassigned Ticket and a description of All unassigned ticket.

Select the Columns for your report

1. For this report, you can leave the defaults columns unless there is more information you want to see in the report.

Add filtering to your report

1. Set the following filter configurations:
   • Group Unassigned (is true)
   • Unassigned (is true)
   • Ticket Status Class (is one of - New, In Process, On Hold).

You want to make sure you have both Unassigned Group and Unassigned together to ensure you are looking at truly unassigned.

Additional Recommendations

Consider putting this report on a management desktop to ensure someone has regular visibility into unassigned work.