Helpdesk Custom Report - Time taken to change ticket owner from "unassigned" to anything else per day
07/18/2018 469 views
I am looking to create a report that tells me how long it took for a ticket owner to be changed from "unassigned" to someone else, on the previous days tickets.
We have an SLA that emailed tickets (which automatically log in the unassigned queue) must be picked up and assigned to an individual/team within 2 hours, but we don't have a report that can monitor this.
It will need to be a daily report, running on the previous days logged tickets.
We need the report to show, Ticket ID, time created, time Owner was changed from "unassigned"
Ideally, we would like the report to only show tickets where the time owner was changed from unassigned to something else breached the 2 hour SLA