Here is how the request came to me:

I need a new KACE report for the following:

Lable the report history of a ticket

Date ticket was submitted

Date ticket Owner was changed from Default Ticket Owner to "a person" including BTS. Sort by ticket number

Date ticket status was changed from new to "any status" and if status was changed I need each time status was changed.

I need each status change noted on report, and a calculated days for processing

This report needs to multiple request features:

BY ticket nmber
BY Assignee
BY date range

and a all inclusive

 

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Comments

  • This should get you started.
    SELECT
    *
    FROM
    ORG1.HD_TICKET_CHANGE_FIELD
    LEFT join
    ORG1.HD_TICKET_CHANGE ON HD_TICKET_CHANGE.ID = HD_TICKET_CHANGE_FIELD.HD_TICKET_CHANGE_ID
    LEFT join
    ORG1.HD_TICKET ON ORG1.HD_TICKET_CHANGE.HD_TICKET_ID = ORG1.HD_TICKET.ID
    where
    FIELD_CHANGED = 'STATUS_NAME';
  • Thank you, can you also get me started on how to report on ticket owner being changed from default ticket owner to anything?

    Is there a data dictionary somewhere for all these fields?
  • For ticket owner, you would be keying on HD_TICKET_CHANGE_FIELD.FIELD_CHANGED with a value of either OWNER_ID or OWNER_NAME. The tables are listed in the Administrator Guide but not the fields.

    You can use any ODBC browser/query editor (such as MySQL Workbench to view the fields and work on queries. Directions on setting up the connection are at http://www.kace.com/support/resources/kb/solutiondetail?sol=114992
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