Philip Hanlon

@AndyGilly

HI @Bob Dickinson I currently use Power Bi for our reporting also, joining the assignment table and request table we obtain the assignment timestamp, assigned team, previous team assigned and the resolve by date and of course request ID, if assignment timestamp is greater than resolve by date you can tell it was breached when assigned and what team it was with and so on, its not fool proof but its a metric we can deal with until the ability to report on status when assigned is available. Prior to this I tried to use the escalation event notification being sent to team and pick up the timeline event (content preview) and filter to "escalation notification" but found the timeline update mentioned the team members and not the team name. Timeline updates are also not something i would recommend trying to report on Hope this helps Philip

Hi, I am now involved in the management of Service Manager tool at Financial-ombudsman services. I am just wondering if there has been any update to the above as this is something we are still keen on seeing in the tool. Kind Regards Philip