Percentage of time the first assignee can resolve a request without escalation

Ashton March 20, 2024

Hello all, 

I am hoping to get some assistance with creating a custom dashboard widget for tracking how many tickets are resolved by the first assignee, compared to how many are resolved after being reassigned to another tech.

Is this possible?

Thanks :)

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Stephen Wright _Elabor8_
Community Leader
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March 22, 2024

Hi @Ashton 

You want to build a custom gadget? Or find a method of getting this data into a dashboard?

You might be able to add this data to an issue's metadata using Automation? For example...

  • Create a number custom field, and count up if additional Assignees are added?
  • Create a multi-user picker custom field, and add each unique Assignee to it as they are Assigned (or, removed from Assignee)?
  • Create a checkbox, and check it if the Assignee is changed from one assigned person to another?
  • ...etc

You could then use this data within your dashboards / filters.

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Let us know if these sound of interest, and if you need help creating one!

Ste

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