Hello Community,
During a recent demo call, we raised a question about how other assyst customers capture and report on ticket time across multiple teams and departments throughout the lifecycle of an event.
A typical scenario for us might look like this:
- A ticket is logged with the Service Desk (e.g. ~5 minutes spent triaging and reassigning)
- The ticket then sits with a technical or resolver team for a longer period
- Finally, it is reassigned back to the Service Desk for closure (e.g. another ~5 minutes)
My assumption is that this data is captured via the action register within the assyst database schema (time recorded against actions and assignments). However, we’ve struggled to surface this information in a meaningful way that clearly reflects:
- Time spent by each team
- Multiple assignment hops
- Overall lifecycle effort versus elapsed time
We’d be really interested to hear from others in the community:
- How do you currently capture and report on time spent across different teams for a single ticket?
- Do you rely on action‑level time recording, work logs, or a combination of approaches?
- How do you report on this data (e.g. built‑in reporting, custom SQL, external BI tools)?
- Are there any recommended patterns or best practices you’ve found effective?
Keen to learn how others have approached this and what works well in real‑world use.
Many Thanks,
Jessica Lee van Pelt (She/Her)
Service Analyst
IT Service Operations, Architecture & Design
IFSCloud - Assyst Version 11.8.4
