How to keep a track of tickets getting moved within different Queues?
How to keep a track of tickets getting moved within different Queues?
We have multiple queues and when we move the ticket from one queue to another queue ho do we find how many tickets are moved between the queues and how moved it?
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Posted by:
chucksteel
7 years ago
Here is a report that shows tickets transferred in the past month:
SELECT HD_TICKET.ID, HD_TICKET.TITLE, HD_TICKET.CREATED as "Created",
HD_TICKET_CHANGE.TIMESTAMP as "Transferred",
CHANGER.FULL_NAME as "Changer",
HD_STATUS.NAME as "Current Status"
FROM ORG1.HD_TICKET
JOIN HD_TICKET_CHANGE on HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID
JOIN HD_STATUS on HD_TICKET.HD_STATUS_ID = HD_STATUS.ID
JOIN USER CHANGER on CHANGER.ID = HD_TICKET_CHANGE.USER_ID
WHERE HD_TICKET_CHANGE.DESCRIPTION like "%Changed ticket Queue%"
and HD_TICKET.TIME_CLOSED > DATE_SUB(NOW(), INTERVAL 1 MONTH)
Comments:
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Could you also advise me on how to find how many queues the ticket has moved and who moved from each queue and who is currently owning the ticket - sdeep84 7 years ago
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This will show that information:
SELECT HD_TICKET.ID, HD_TICKET.TITLE, HD_TICKET.CREATED as "Created",
GROUP_CONCAT(CHANGER.USER_NAME) as "Changers",
COUNT(CHANGER.USER_NAME) as "Changes",
OWNER.USER_NAME as "Current Owner",
HD_QUEUE.NAME as "Current Queue"
FROM ORG1.HD_TICKET
JOIN HD_TICKET_CHANGE on HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID
JOIN HD_STATUS on HD_TICKET.HD_STATUS_ID = HD_STATUS.ID
JOIN USER CHANGER on CHANGER.ID = HD_TICKET_CHANGE.USER_ID
JOIN USER OWNER on OWNER.ID = HD_TICKET.OWNER_ID
JOIN HD_QUEUE on HD_QUEUE.ID = HD_TICKET.HD_QUEUE_ID
WHERE HD_TICKET_CHANGE.DESCRIPTION like "%Changed ticket Queue%"
and HD_TICKET.TIME_CLOSED > DATE_SUB(NOW(), INTERVAL 1 MONTH)
GROUP BY HD_TICKET.ID - chucksteel 7 years ago
Posted by:
Hobbsy
7 years ago
You should be able to find that information in the ticket history for each ticket? If you want to report on this then you may be able to create a report that looks at the ticket change table and just extract the updates with queue change text in
