Dear Team,

Good day to you.

My support environment is such that we have heavy dependencies on various departments like Customer Support, Finance, Provisioning, Logistics etc..A single ticket is passed on to various departments for their required actions. We are using the group field to assign tickets to various groups.

We were wondering if we can create a report to extract all fields of a ticket along with the elapsed time for each department and the actual time for each department. This will be great help.

What will make it easier is to be able to configure SLA based on Departments and track which department took the longest to respond to a ticket.

We are using MSSQL DB

Thank you for your assistance.

Regards,

Bob