Tracking multiple teams on call.

[yelyah.nodrog]

Afternoon,

If there any way that we can report on all teams that worked on a call, and at what point and team that the call breaches or completes within SLA?

We have calls that are being passed to teams and then breaching within minutes because the previous team has "sat on" the call for a period of time before looking into it.

This is also a issue in the sence that if one team has done a large piece of work at the beginning of the call, then passed it to another team to do a final piece of work. Only the 2nd team is getting the closure stats for that call.

So we want a way to see every team that has been assigned to the call in the life of the call.

Many thanks

Hayley.

[Guest Chaz]

@yelyah.nodrog there is a table where the team a Request was assigned to is tracked called h_itsm_request_team_assignment. It even contains information about which team it changed from and to and when