Hi,

We would like to create a report for the service desk to show the average time it takes each owner to action a ticket assigned to them as status 'New'.

To do this, I want to setup a ticket rule which writes the date and time to a custom field labeled 'Time of 1st Action' and the user that actioned the ticket to a custom field labeled '1st Actioned By' when the status changes from 'New' to anything other than 'New' and there is currently no entry in the 'Time of 1st Action' field.

Once we have this data recorded, we can create an SQL Report to work out how long each ticket took to be actioned initially by comparing the time created and time of 1st action fields, and therefore create this report.

How would I go about creating this ticket rule, I am not too familiar with SQL unfortunately.

Thanks Guys
-Dave
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To look at a change in something refer to this faq:
http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=1046&artlang=en

You will also want to look at yoru custom field being empty. e.g.
select blah
from blah
where blah
and CUSTOM_FIELD_VALUE1='


Your update will modify the custom field with the current timestamp. e.g
UPDATE blah
SET CUSTOM_FIELD_VALUE1=NOW()
WHERE blah
Answered 08/26/2011 by: GillySpy
Seventh Degree Black Belt

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Fantastic, thanks mate. I'll check that out now
Answered 08/26/2011 by: davids
Senior Yellow Belt

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Hi GillySpy,

I've got it working perfectly. I want to also write into a custom field the name of the user that did the action (current logged in user).

How can I specify that?

Regards
-Dave
Answered 08/26/2011 by: davids
Senior Yellow Belt

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The user that did the action is also the user tied to HD_TICKET_CHANGE.USER_ID

I call this the "updater" as they could be any of the owner, submitter, approver or another user.
Answered 09/08/2011 by: GillySpy
Seventh Degree Black Belt

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