Reporting on Resolved Issues: by Resolving Agent vs by Assignee

Brett Latham

So a fairly basic report you can make in JSM is how many tickets have been marked as Resolved day by day. You can add some filters to that to get a better breakdown.

But when trying to work out which agent is resolving the most tickets, I can only seem to filter by assignee, who may not be the agent who actually closed the ticket. 

Was there any method people are using where their report will show who transitioned the issue to done / who resolved the issue? 

Hopefully looking for a solution that only uses the base JSM without add-ons.

Judd Garratt - Path of Trees

Hi Brett,

You can do this with a post-function on the workflow. Create a customer user field and add it to the screen used by the relevant issue types in your JSM project.

Then edit the workflow used by that issue type/s and add a post-function to the 'resolve this issue' transition.

Pick the custom field you added above and then stick %%CURRENT_USER%% into 'custom field value'. This will add the user who triggered the resolve issue event into the custom field.

You can run reports on that field to see which users are actually resolving issues.

Happy to walk through any steps in more detail if you need