I am looking for a report that will show me when a technician creates a ticket (they are not the submitter) and instead of having the ticket user be unassigned and the Help Desk assign they immediately assign to another technician. I need to see who the submitter is, who the tech was that created the ticket and who the ticket was directly assigned to. 

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  • hmmm...that maybe tough since they are not the submitter. The submitter is what tells the KBOX who sent in the ticket. I don't think it is keeping track in a separate table, information on who created the ticket that isn't listed as the submitter. if they forget to change the submitter and have to go back, that change would be recorded in the comments.

    If they make themselves the owner and then change it to another tech, that would be recorded.

    Not sure if anyone else has any ideas but that you ask may not be doable as the KBOX isn't collecting the information you are asking for unless there is a change to the ticket.
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This SQL statement should do the trick:

 SELECT HD_TICKET.ID, OWNER.USER_NAME AS OWNERUSER, SUBMITTER.USER_NAME AS SUBMITTERUSER, TECHNICIAN.USER_NAME AS TECHNICIANUSER
FROM ORG1.HD_TICKET
JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID and C.DESCRIPTION = "Ticket Created"
JOIN USER OWNER on OWNER.ID = HD_TICKET.OWNER_ID
JOIN USER SUBMITTER on SUBMITTER.ID = HD_TICKET.SUBMITTER_ID
JOIN USER TECHNICIAN on TECHNICIAN.ID = C.USER_ID
WHERE TECHNICIAN.USER_NAME != SUBMITTER.USER_NAME 
and TECHNICIAN.USER_NAME != OWNER.USER_NAME

You have to pull information from the HD_TICKET_CHANGE table to get the user that entered the ticket and I do that by joining the change that created the ticket (Description = "Ticket Created". I'm pretty sure this is the information that you're looking to find.

Answered 09/10/2013 by: chucksteel
Red Belt

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