Custom report showing count by owner for picked up "unassigned" tickets
What I want to accomplish is a report that will show me a count for each owner based on the number of "Unassigned" tickets that they pick up in a given time period. I already have a total count by owner. The problem is that sometimes the helpdesk will create their own tickets based on phone calls and I need to weed those out from the report. I need to see who is picking up helpdesk tickets that are sent in via email and list the owner initially as "Unassigned". I would assume that I would need to use HD_TICKET_CHANGE.OWNER_NAME variable. I've spent a little over a day on this and getting nowhere. Any help would be appreciated.