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Reporting

Helene Bell

I need to create the following reports.  Can someone please tell me what search fields and  the calculation required to generate them

First line resolution  ( for the level 1 service desk)

Tickets forwarded from one assignment team to another.  I want to see if this number increased or decreases over time

Ticket  closure time ( from ticket logged to ticket closed)

How many times a ticket has been forwarded to other assignment groups

There are no out of the box reports at all for this tool.

Regards

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