Searching for ways to report on quality achieved by our Service Desk staff, I am struggling to obtain the following type of information:

 

Re-Opened Requests

Re-Opened Requests by Group

Re-Opened Requests by Agent

Re-Opened Requests by Requester

 

I'd like to be able to pull up information summarizing the requests between any period (Day, Week, Month, Year, All) and Drill down to see why any request was re-opened.

 

It would be useful to be able to get this information in order to root cause the need for further follow up.  (Training, Documentation, Communication, etc).

 

If there is a history of states of a ticket, I would think that any request that has been in the status of "Closed" more than once would fall into this criteria.

 

-Dave