Hello All,
I am trying to make a report that covers our IT Department group and one user in the report.
I cannot find how to make an assignee field. See Below.
If anyone has tips that would be great.
Thanks for any help,
Nick
If anyone has tips that would be great.
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Hi there,
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SysAid Copilot is here with our AI Magic!
Here is the response we thought might assist you:
## Assignee Report
What do you want to see exactly?
- Open tickets by assignee (with counts/age)?
- Workload per agent (volume by period/status)?
- Resolution time per agent/company?
- Tickets that were ever assigned to a specific agent (history)?
If you confirm the goal, I’ll give exact steps. Meanwhile, here are common options:
1) Open tickets by assignee
- Go to Analytics > Reports > All reports.
- Create report: Type = Service Record, Category = Help Desk Work Load.
- Edit (pencil) > Data: add Assigned To, Status, Opened Date, Due Date, Time Open.
- Filter Status = Not Closed. Run or schedule.
2) Workload per agent + resolution time
- Report Type = SR activity; Category = Help Desk Work Load.
- Add Assigned To, Service Record ID, Time to Repair, Company.
- Group by Assigned To; optionally add Created Date to filter by period.
3) “Who was ever assigned” (assignment history)
- Use report “Track SR Field Changes”.
- Select SR Field = Assigned to; set date range and filters.
- This shows changes and previous assignees.
Need help fine-tuning columns, grouping, or scheduling? Tell me which fields and time range you need.
What do you want to see exactly?
- Open tickets by assignee (with counts/age)?
- Workload per agent (volume by period/status)?
- Resolution time per agent/company?
- Tickets that were ever assigned to a specific agent (history)?
If you confirm the goal, I’ll give exact steps. Meanwhile, here are common options:
1) Open tickets by assignee
- Go to Analytics > Reports > All reports.
- Create report: Type = Service Record, Category = Help Desk Work Load.
- Edit (pencil) > Data: add Assigned To, Status, Opened Date, Due Date, Time Open.
- Filter Status = Not Closed. Run or schedule.
2) Workload per agent + resolution time
- Report Type = SR activity; Category = Help Desk Work Load.
- Add Assigned To, Service Record ID, Time to Repair, Company.
- Group by Assigned To; optionally add Created Date to filter by period.
3) “Who was ever assigned” (assignment history)
- Use report “Track SR Field Changes”.
- Select SR Field = Assigned to; set date range and filters.
- This shows changes and previous assignees.
Need help fine-tuning columns, grouping, or scheduling? Tell me which fields and time range you need.
Love the experience? You can enjoy the full power of SysAid Copilot and reduce your team workload starting today - check it by yourself
Hello
Thank you for contacting us
For the Assignee field in the report, you should look for Process Manager.
This field represents the "Assigned to" value within the report function in SysAid.
For the Group, you should use the Admin Group field in the report.
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