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Christopher Landers posted 1 month ago
Any ideas on how to create a report that shows the Queue a ticket originated from?

5 Comments

  • Matt Laurenceau

    Matt Laurenceau Employee 1 month ago

     Notifying BMC Helix Remedyforce Community members 
  • Jeffrey Hopkins

    Jeffrey Hopkins 1 month ago

    Basically I think you are asking to look for tickets that had more than one queue and then find out the first original starting queue; is that correct?
  • Christopher Landers

    Christopher Landers 1 month ago

    Essentially. The majority of our tickets originate within the Service Desk, but occasionally other sections will generate tickets as well. Management wanted a report to to track Ticket Generation by Queue. 
  • Jeffrey Hopkins

    Jeffrey Hopkins 1 month ago

    Report is Incident History, you would have to change for SR, Change, etc.

    You can change your reassigned count to whatever you are looking for. If you are looking at reassigned records in the higher number to isolate people ping ponging the ticket you can track down the offending group or groups. Hope this helps. From here you can tweak it.

     

     

     

     

     

     

     

     

    Thank you,

    Jeff Hopkins

  • Christopher Landers

    Christopher Landers 1 month ago

    Excellent! I'll give those a shot tomorrow. Thank you for the input.