First ticket assignment event follow-up

Questions & Answers
, ,
1

Hello,
We have agents in our department dedicated to assigning tickets to managers, and I’d like to have for each ticket:
The name of the person in charge of assigning the ticket.
The time elapsed between the creation of the ticket and the 1st assignment.

thanks a lot

2

Assignee:
I have Issue assignee Measure.

[Assignee].[User].getMemberNameByKey(
  [Issue].CurrentHierarchyMember.get('Assignee name')
)

Time between Creation and assignee:
1st Measure:

  DateDiffMinutes(
    [Measures].[Created at], [Measures].[First Assignee Date]
  )

2nd Measure [Measures].[First Assignee Date]:

  TimestampToDate(( -- Converts a timestamp into a date. 
    [Measures].[Transition from first timestamp],
    [Transition Field].[Assignee],
    [Time].CurrentHierarchy.DefaultMember
  ))
1 Like
3

Hi @lahcen, and thanks @Luke for one possible solution to this!

Alternatively, if you want to find the first person that set a value in the Assignee field, you can use the Transition Author dimension.

Define a new calculated measure in the Measures dimension with a formula like this:

Generate(
  Filter(
    Descendants([Transition Author].CurrentMember,[Transition Author].[User]),
    (
      [Measures].[Transition to first timestamp],
      [Transition Field].[Assignee],
      [Time].CurrentHierarchy.DefaultMember
    )
    =
    (
      [Measures].[Transition to first timestamp],
      [Transition Field].[Assignee],
      [Transition Author].CurrentHierarchy.DefaultMember
    )
  ),
  [Transition Author].CurrentMember.Name,
  ","
)

This will show you the first user that changed the value in the Assignee field for each ticket.

And as @Luke already mentioned, you can then define another measure to calculate the Time from the issue created time till the first transition:

DateDiffMinutes(
  [Measures].[Issue created date],
  TimestampToDate(
    (
      [Measures].[Transition to first timestamp],
      [Transition Field].[Assignee],
      [Time].CurrentHierarchy.DefaultMember
    )
  )
)

Note that you can set the Formatting for this measure to Duration → Days, hours, minutes.

​Best regards,
​Nauris

1 Like
4

Thank you very much, Nauris. It’s exactly what I was looking for