Service Desk Practitioners Forum
cancel

ISO: technique to query tickets created by any member of an assignment group

Highlighted
lwvirden
Outstanding Contributor.

ISO: technique to query tickets created by any member of an assignment group

A manager wants to see emails regarding open, update, and closed actions on tickets originally opened by members of his assignment group.

I am trying to find an expression that can be used to identify all tickets opened by any member of a particular assignment group. The catch is that the tickets are opened by members of the group, but are assigned to different assignment groups for resolution.

It seems difficult to me to find technical information relating to how one would accomplish something like this.

For example, I thought that the "Open Group" field in the incident management record could be used for that, but not all records have a value in that field, and the ones which do have unexpected values - almost random values (including, in at least one case, what appears to be a query expression).

Does anyone have a white paper, tutorial, or just words of advice on approaches I could try to solve this problem?