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Create a report of reopened tickets for data analysis

Hello Friends

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.


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Answers (1)

Posted by: Hobbsy 1 month ago
Red Belt
0

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.

 
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