Bit of a Newbie to writing queries..(and to be honest I don't know if this is possible).
We're currently trying to provide some metrics of how our Service Desk is performing, and I'm trying to write a query to show the length of time it takes from when an incident is logged to when it is assigned by our service desk to an analyst group - when the Incident goes from a status of 'In Progress' to 'Assigned' (the target time will be less than an hour but I guess that's irrelevant here).
The actual logging of incidents isn't a simple 'Log Incident, Assign Incident' process. Sometimes our Service Desk staff log the incident , the rest of the time incidents are auto-populated via email (from an online form), either way all incidents sit with Service Desk (as the first assignment) before they're assigned on to analyst groups.
I've been looking at trying to write a query from the Assignment object to do this if it's possible, but I think I'm coming to the conclusion that I might have to settle for using the Creation date of the incident and the creation date of the relevant assignement then export the lot into Excel to do the calculations...
As far as the assignment creation date is concerned, should I be looking along the lines of using Assignment Status Title (where the attribute is 'Reassigned') and Process Assignment Serial Number to help dig out the correct date/time?
Am I barking up the wrong tree? Should I give in and try to get this done in Crystal Reports instead?
any assistance or advice would be greatly appreciated!