hey there

 

im looking for a way to get the timestamp for each of status in my ticket. I have at least 8 status and my client looking for a report that can show how long does a ticket status stays until it escalate to another status.

 

example

New

Opened

Review

quotation

Procurement and Purchase

Delivery

 

and so on...so basically each process, the status will have the timestamp on the comment for the ticket. how to retrieve those timestamp?

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i know that in k1000, we have time_opened, time created, time stalled, time closed, time modified and so on. but how to get those status time stamp?

Answered 05/06/2013 by: fidzul.yahya@bagnetworks.com.bn
Senior Yellow Belt

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I don't have a full answer for you but I can say that you would need to look at the HD_TICKET_CHANGE_FIELD and the HD_TICKET_CHANGE tables. Do you have MySQL Workbench or another tool setup to allow you to look at the database? If not I would recomment doing that. This will probably require some in depth SQL work to get a report like the one you are looking for.

 

Answered 05/07/2013 by: chucksteel
Red Belt

  • got it up and right. Not an exact fields i can get but theres a field where the timestamp when escalation ticket is send. can use that for that specific purpose.


    as for now, im using the unused custom field and ticket rule to update the field with timestamp when ticket is save and status is changed.

    thanks ;))

    p.s anobody able to get admin right to access and write into the dB? :D
    • The only way you can make changes to the database is with a service desk rule. You can use the rules to make changes to almost any part of the database, though.
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