Report on escalated requests?
Hi,
On our ServiceDesk, the standard procedure is for 1st line technicians to be the point of contact with the users. they pick up the call, and if they can't resolve it, will escalate to 2nd line technicians, etc. Once the 2nd line has resolved the request, it is passed back to the 1st line technician to close the call. This means that the 1st line technician has the requests show up in their stats, but it makes it difficult to report on escalated requests, and determine the amount of work carried out by 2nd line, etc.
I would like some assistance creating a report which will show requests that have been worked on by 2nd line technicians, and how long the request was assigned to them. It will need to include the request number and if possible, the 1st line technician who assigned the request to the 2nd line technician.
Any help would be appreciated.
Thanks.
On our ServiceDesk, the standard procedure is for 1st line technicians to be the point of contact with the users. they pick up the call, and if they can't resolve it, will escalate to 2nd line technicians, etc. Once the 2nd line has resolved the request, it is passed back to the 1st line technician to close the call. This means that the 1st line technician has the requests show up in their stats, but it makes it difficult to report on escalated requests, and determine the amount of work carried out by 2nd line, etc.
I would like some assistance creating a report which will show requests that have been worked on by 2nd line technicians, and how long the request was assigned to them. It will need to include the request number and if possible, the 1st line technician who assigned the request to the 2nd line technician.
Any help would be appreciated.
Thanks.