Why is my report incorrectly reporting on the group that made an update to a ticket?

Question

An agent left a comment on a ticket and then reassigned the ticket to a new group. Why is my report incorrectly reporting that the new group was the one that made the update to the ticket?

Answer

Creating a report using the attributes Ticket group and Update ticket group displays results from the group that was assigned the ticket, instead of the original group that made the update. You can report on the original group that made the update using a custom metric.

For example, follow the workflow of a ticket being updated and reassigned:

A ticket is assigned to group A.

An agent in group A makes a comment on the ticket and within the same update assigns the ticket to group B.

When reporting on this workflow, the update will be associated with group B. This is because the attributes, Ticket group, and Update ticket group, will be associated with group B because group B was assigned the ticket and therefore associated with the update.

However, when you report on the update in this workflow, you might want that ticket comment to be reported as an update from group A, not group B.

For this solution, create a custom metric. The custom metric includes the Updates history attributes, Changes - Field name, Changes - New value, and Change - Previous value.

For more information, see the formula in this recipe: Explore recipe: Tracking ticket assigns across groups.