Issue we're trying to resolve:
We need to be able to determine the average amount of time tickets are spending in a collection of States. Additionally, we need to be able to associate this average time with groups that are set as the Secondary Owners of these States.
A ticket gets escalated to the 'L2 Escalation Queue' and assigned to the 'Tier 2 help desk' group. A user from that group then assigns them self the ticket in the 'Escalated to L2' State. This user then resolves the ticket. Over a period of time, we would like to know on average how long tickets are assigned to our 'Tier 2 help desk' group, and all other groups assigned to Incidents.
Have any of you had any experience with writing this type of report?
Accepted AnswerPaul ThompsonOffline