Hi!

 

We are looking to report on 1 line (1st level) resolution.

The situation is that not all requests passes (some are mailed in directly to specific supportgroups) the 1st line Servicedesk support group so we need a filter to just look at tickets that has passed via the 1 st line and/or logged at 1st line and then resolved/closed by 1 st line supportgroup. We need to filter out request created in 1st line or at some time has been placed in 1st line and disregard ticket created directly to specific 2nd or 3rd line supportgroups.

Using MSsql and SDP 8.1 build 8125

Thanks in advance