Reassignment Counts in Ticket Report

To improve service managers’ ability to improve service efficiency, in v10 an Assignment Count field has been added as a reportable and filterable field for ticketing reports. This lists the number of times that a ticket has been assigned, including the first time it is assigned.

This allows managers to A.) more easily identify processes for improvement which require many touches and B.) identify individual requests which were not efficiently handled to drive improvement. 

On a merged ticket, only the assignments for the remaining ticket are counted.


Article ID: 45371
Thu 12/21/17 2:41 PM
Fri 12/6/19 2:35 PM