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KACE Product Support Question


Create Tickets Closed Report for K1000

08/12/2015 1703 views
I am trying to create a report that'll show me all the tickets I have closed within 48 hours of when I took possession of the ticket and tickets that I created as the owner and closed.

We, Desktop Support Techs, are required to close tickets within 48 hours of possession.  We have a report in place but I don't believe it's accurate.  I'm not very familiar with SQL but when I compare the report to what I have actually closed, it seems off.

The report is emailed every Wednesday and is supposed to be a weekly report from Wednesday, 12:00AM to Tuesday, 11:59PM.  It's supposed to shows how many tickets we have ownership of, total number of tickets we've closed as owners, and total number of tickets that were closed within 48 hours.  Then it expresses that as a percentage of tickets closed and tickets closed in 48 hours.

If you can create a new report that is more accurate I'll appreciate it.  My owner name, the way it's displayed on the report, is (De Santiago, Miguel A.)
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