Set up report show ticket history

@Amal.aljohani I suggest you take a look at the OLA Template (an assyst Wizard Template) which can be found here:

https://wiki.axiossystems.com/assyst11-6Wiki/index.php/OLA_Template_-_Wizard_Template

This template links event records to assignment actions so should provide the information you are looking for. Please note that this template has limitation (see below for details).

Upload this template and all its dependencies and you can use it to create report designs configured such as these:

Report Design 1

Layout:

     Chart: None

     Aggregate Table: None

     Detailed Table: Detailed Table

Detailed Table:

     Columns:

• Date Logged
• Assigned Service Department Name
• Date Actioned
• OLA Assignment Time (this is in SLA Minutes)

     Groupings:

• Event Reference

     Sorting:

• Date Actioned (Ascending)

Filters:

• Date Logged (This template doesn’t have a filter for Event Reference so if you can get  the date logged for the event and set this filter to be as tight to that date and time as possible then that should select the single event. But even if it doesn’t the grouping by Event Reference will prevent mixing of records.)

This report design should show the assignments and time assigned for one specific event.

Report Design 2

If you are looking at the time spent on tickets by service department it may be useful to create another report design:

Layout:

     Chart: None

     Aggregate Table: Summary Table

     Detailed Table: None

Summary Table:

     Columns:

• Distinct Count(Event)
• Sum(SVD Resolve time) (this is actually the Sum of OLA Assignment Time)
• Average(SVD Resolve Time) (this is actually the Average of OLA Assignment Time)

      Groupings:

• Assigned Service Department Name

Filters:

• Date Logged or Date Closed (range)
• Assigned Service Department Name/Shortcode (optional)
• Any other filter you wish to add.

This report design should show how much time was spent (SLA minutes) on events by Service Department.

Comments

Limitations:

• The OLA Template only shows events that are closed. (Please note that in open events, which are not shown in this report, the assignment time is null in the final assignment action record as it is only calculated by assyst when it is closed or reassigned.)
• There is no filter for Event Reference nor a lookup filter (only text filters) for Assigned Service Department.
• There is no option to show the assigned user so you may see repeats of the same Service Department as the event moves between team members.
• This report does not treat suppliers as service departments but if the assignment changes to a new service department when you assign it to a supplier (which I believe can be set up in assyst) then that will work round this limitation.

Future:

There is a new template on the horizon that extends the Event Summary SLA template to include Actions, which has methods to handle duplication of event records for each action record. This should make the OLA Template redundant and deal with most if not all those limitations listed above.

I hope this helps

Paul Cooper

Software Engineer/Report Designer