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?

[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.

[Kurt]

@Evan Overby - can you share what you did? I'm looking for this same type of data

[Teresa L Coakley]

 @Evan Overby can you post what you did on your dashboard to show stats based on assignee?

[Evan Overby]

Sorry for the delay. I ended up creating a filter for my project, then using the pie chart gadget to display the information quickly on my dashboard. In this example I am looking anything resolved in the last 4 weeks in one project. Pie Chart will then show you the number of tickets, and how many each user resolved. 

Filter:
project = MYPROJECT AND status in (Resolved, Closed, Done) AND resolved >= -4w AND assignee in (user1, user2, user3, user4)

Pie Chart Settings:
Filter: <Put your newly created filter name here>
Statistic Type: Assignee

[David Harkins]

This only takes into account who the issue was assigned to at the time when the query was run.

An issue my be in the resolved status as resolved by user A, but them assigned to user B who then closes it.

The query would report that User B resolved it, when in fact it was user A.