Good Morning,

I am looking to report on tickets that have been escalated from one set of Technicians (1st line) to another (2nd Line) and whether they have been closed by the 2nd Line Technicians or if they have been returned to 1st Line.

For context I want to report on how many tickets 1st Line Technicians are able to resolve fully themselves without having escalate to others. A first time fix if you will.

Thank you