I need a report to show technicians that do not work at the Help Desk taking tickets from unassigned and assigning to themselves. I have 25 employees that work at the Help Desk and assign tickets to other technicians. 

I have been trying to create a report to show this but am getting all tickets that go from unassigned to that technician.

Any ideas what I need to look at to make sure that the ticket was assigned by someone other than a Help Desk employee?

 

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You need to look at the HD_TICKET_CHANGE table looking for a specific user id and a description of Changed ticket Owner from "Unassigned".

Like this:

select * from HD_TICKET_CHANGE where 

DESCRIPTION like '%Changed ticket Owner from "Unassigned"%'

and USER_ID = 4837

That will show every ticket that user 4837 changed from unassigned to themselves (or someone else).

 

Answered 09/06/2013 by: gregekeys
White Belt

  • Is there a way to show all user ids that I want in one report? Also I need a report that shows a ticket created by a specific user for a submitter and assigned directly to a technician. Basically I need to see all tickets created and assigned that did not go to unassigned Help Desk Queue.
  • and USER_ID IN (1234,2234,3334,5678,3845)
  • Thanks totaly forgot the IN statement.
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