Hello all,

We need a report that tracks the time a ticket was in the unassigned queue until it was assigned to an owner. The problem I am having is the results are based on the live data. We would like to report on historical data vs live data which is the part that is tripping me up.

Thanks in advance guys!

-Brad
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I think I'm missing something....

What differentiates live data from historical data?

Also have you taken a look at the response time report from the support site?
[link]http://www.kace.com/support/kb/index.php?action=artikel&cat=64&id=688&artlang=en[/link]
Answered 03/22/2011 by: dchristian
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Thanks for the link David, I'll check it out.

The historical data I am referring to is when the ticket was the dflt owner “unassigned”. If I run a query using the report wizard I get results based on current ticket owner instead of the previous ticket owner of “unassigned”.

We are trying to generate a report that tracks how long a ticket had the owner “unassigned”. I tried to use the report wizard specifying “owner IS NULL” but it only reports on current tickets instead of (historical) all tickets. Since only a few tickets have the owner “unassigned” it will only provide the tickets that currently have the “unassigned” owner.

Am I being unrealistic in wanting this in a report format?

-Brad
Answered 03/22/2011 by: billythekid45
Senior Yellow Belt

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I created the report from the Kace support site (the link suggested above) but it doesn't quite satisfy our requirements. Does anyone have any other suggestions? [8D]

-Brad
Answered 03/23/2011 by: billythekid45
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brad,

Ok i get what your looking for.

I would take a look at the HD_TICKET_CHANGE table and look for the event owner changed.

You should be able to compare this time with the ticket creation time and be good to go.
Answered 03/23/2011 by: dchristian
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Thanks for the direction but sadly the HD_TICKET_CHANGE table doesn't have an event for owner changed.

Would there be any other way around it?

-Brad
Answered 03/29/2011 by: billythekid45
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Actually it does. It is under Description.

If you can write a Query to look for 'Changed ticket Owner from Unassigned to' and grab the time stamp you are set.
Answered 04/15/2011 by: Capt.Morgan
Orange Belt

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