Is it possible to report the userid that created each ticket? We change the submitter field to the name of the actual requester, so it doesn't reflect the help desk user that actually created the ticket.
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You'd have to create a report that searched through comments for the "Ticket Created." comment. There is no field in the HD_TICKET table that tracks the creator - only submitter, approver, and owner; and it doesn't track the history anywhere but comments.

Try this:

SELECT T.ID AS 'Ticket #', T.TITLE AS 'Issue',U.FULL_NAME AS 'Ticket Creator' FROM HD_TICKET_CHANGE TC
JOIN USER U ON (U.ID = TC.USER_ID)
JOIN HD_TICKET T ON (T.ID = TC.HD_TICKET_ID)
WHERE TC.DESCRIPTION like 'Ticket Created'
Answered 03/18/2010 by: airwolf
Tenth Degree Black Belt

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Great. I'll check that out. [:)]
Answered 03/18/2010 by: alogie
Senior Yellow Belt

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Minor correction since ticket created may not stand alone in all cases:

SELECT T.ID AS 'Ticket #', T.TITLE AS 'Issue',U.FULL_NAME AS 'Ticket Creator' FROM HD_TICKET_CHANGE TC
JOIN USER U ON (U.ID = TC.USER_ID)
JOIN HD_TICKET T ON (T.ID = TC.HD_TICKET_ID)
WHERE TC.DESCRIPTION like 'Ticket Created%'
Answered 03/20/2010 by: GillySpy
Seventh Degree Black Belt

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Hey Gerald,
That's exactly what I needed, Thanks. Can I sort that by ticket creator?
Carmela
Answered 07/12/2010 by: MelaMaui
Yellow Belt

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