I am looking to create a report that shows all tickets that are opened that don't have comments posted by the owner after 24 hours. I only want opened tickets, I want the ticket to fall off the report if a comment is made by the owner but to show back up on the report if after the first comment is made by the owner the status or resolution has not changed and no comment has been made for 72 hours. 

Answer Summary:
Cancel
0 Comments   [ + ] Show Comments

Comments

Please log in to comment

Answers

0

I don't know if this is close to what you were looking to do but I have something that will report when a ticket hasn't been modified in the last 5 days:

 

SELECT HD_TICKET.ID, HD_TICKET.TITLE, HD_TICKET.MODIFIED, HD_STATUS.NAME AS STATUS  FROM HD_TICKET  JOIN HD_STATUS ON (HD_STATUS.ID = HD_TICKET.HD_STATUS_ID) WHERE (HD_TICKET.HD_QUEUE_ID = 1) AND (((TIMESTAMP(HD_TICKET.MODIFIED) > NOW() OR TIMESTAMP(HD_TICKET.MODIFIED) <= DATE_SUB(NOW(),INTERVAL 5 day ))) AND (HD_STATUS.NAME not rlike '(returned|closed)') AND ((1  in (select 1 from USER O where O.ID = HD_TICKET.OWNER_ID and O.FULL_NAME like '%Mickey Mantle%')) ))  ORDER BY HD_TICKET.MODIFIED

Answered 04/02/2013 by: Timi
Seventh Degree Black Belt

  • I will try this report to see if it works. Looks like it may give me what I want but less complicated to do. Currently I am not getting tickets that the owner hasn't updated because its counting comments made by the system and thats not what I want.
Please log in to comment
Answer this question or Comment on this question for clarity

Share