I'm looking for a way to track how quickly a ticket owner "acknowledges" a ticket with the ticket submitter. I'm hoping I can have the owner set an "acknowledged" STATUS when they have touched base with the submitter.
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You can track this using either the HD_TICKET_CHANGE_FIELD table and look for changes in HD_STATUS_ID or in the HD_TICKET_CHANGE table and look for descriptions that contain 'Changed ticket Status from "something" to "Acknowledged"'.

Answered 03/22/2016 by: chucksteel
Red Belt

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