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Report on Issues Resolved by Agent in Service Desk

Evan Overby

I need to create a report that shows the number of issues that have been resolved per agent in service desk. For example I want to see in one report

Issues Resolved Last 30 days

Agent 1 - 10

Agent 2 - 40

Agent 3 - 4

Can this be done with Service Desk reports, or maybe a filter?

Accepted answers

All comments

Schuyler Bishop

Hi Evan,

You can use a query similar to the one below:

project = "Project Name" and assignee = first.last and status = Resolved and createdDate >= 2016-03-21 and createdDate <= now()

This will return all issues that were created within the dates desired and resolved by a particular service desk agent.

Young.Zhao

If the assignee changed, then the report result won't be accurate.

Is there a better idea?

Schuyler Bishop

Are you trying to get a report of tickets resolved by a specific service desk agent or by a group of them? Are you trying to avoid repeatedly updating the query?

You could leave assignee out of the query, which would return tickets resolved by agents within a certain service desk project. You could then sort by assignee.

Or you could create a user group for service desk agents and use that in place of the assignee in the query. Then you would have to keep the group up to date, but you wouldn't have to rewrite the query.

Evan Overby

I did create a filter on my dashboard to show these stats. It does report off the assignee, i’ll post what I made tomorrow.

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