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I may be missing something; can someone point me in the right direction?  Help me figure this out.

I can view closed tickets, specifically Resolved tickets, for a specific period of time… what I can’t figure out is how to view those resolved tickets and which specific agent resolved the ticket?  I want to know how many tickets were resolved by a specific agent.  It doesn’t matter who the requestor was or who the ticket was assigned to, I want to know which agent actually resolved the ticket… hope this makes sense.

Please help me figure this out.. I hope i’m just missing something easy.

 

Hi ​@JHudson 207a71b trinitybasin . Thanks for posting in our Community!

 

I’d suggest creating a view under Ticketing that has the following filters. From there, you can add additional columns or filters.

 

Thanks for the reply… Now, there are some tickets that shows in the view because the specific Agent was assigned the ticket, but he wasn’t necessarily the one who resolved the ticket.

I did an exclusion and excluded all the other agents as well and I think that may have gotten me closer to what I’m looking for.

​@JHudson 207a71b trinitybasin I actually ended up just adding an additional column that shows who performed the resolution actions, which would be all the users who worked and added that action. An additional step that may help you get closer to that as well. It will show multiple names as well, not sure if the order relates to who performed which action and order performed in. 

 

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