Metrics reporting with multi-tiered help desk

Beth Shenk

We have the following requirements for our Incident workflow. 

 

1. Need the ability to work tickets at level 1, and if needed escalate to a level 2 and/or level 3 groups. I understand we can add states to the workflow to correspond with escalating the incident to level 2 and/or level 3.   
2. We need the ability to create metrics reports that tell how many tickets are resolved at each of these 3 levels for a specified time period. Will that report be possible to create using the additional workflow states, or is something else needed to report on this type of information?

Any advice would be appreciated!

Thanks,

Beth