Create a report of reopened tickets for data analysis
I would like to know how to get the k1 appliance to generate a report of tickets that have been reopened. I would like the report to contain the owner , submitter, ticket Id, time created and other titbits from the ticket. I need this to create some sort of data analysis with excel pivot tables on ticket performance.
Almost Everything I need to analyse is generated in the ticket reports, except the reopened data.
anyone know how I can do this? Is this done with a ticket rule? If so, how?
thanks again for your help.
The first challenge you have is capturing the data within the ticket that shows it has been reopened, once you have that it becomes much easier to create a report.
if you use the standard built in functionality, there is a status or reopened? So if you use that what you actually need to do is pull the details for the HD_CHANGE table where the status is equal to “Reopened” and the date is within the last x days.
If your SQL also joins the change table tk the main HD_TICKET table you can then add in additional information, such as the submitter.