How to filter by agent to see what they have Updated not closed.

[Carlosha Roundtree]

To track performance levels we are wanting to locate how many tickets our agents are updating and who is updating them. Is there a way to search each agent Individually and see what they have updated. Not closed I know how to do that. 

[Deleted user]

Hi @Carlosha Roundtree -

Not really sure if this is what you are looking for but see if it helps.

In the query below,

"project = abc AND assignee = xyz AND updated >= -1d AND status not in (Closed, Resolved)"

we are filtering by

- project (if you have a single project that you are targeting, otherwise you can always use project in () for multiple projects or leave the project from the query altogether if you are opening up to all projects in that instance)

- assignee (you will have to have a query for each assignee, if you will, to understand what tickets each assignee has been active on)

- updated (I am showing all tickets that an assignee has updated in the last one day. But this can be changed based on the criteria you wish to have)

- status (whatever statuses your workflow considers as closed can be stated here. You mentioned that you know how to do this already!)

Some of the extended options to bring the results for each agent may be obtained from scripting and Plug-in options (not OOTB). 

On the other hand, if you are interested in knowing the workload of Agents, you can always review the 'Workload' option under Reports in JSD.

Thanks

Kalyani