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KACE Product Support Question


How to keep a track of tickets getting moved within different Queues?

04/06/2017 534 views

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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Community Chosen Answer

1
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)

Answered 04/07/2017 by: chucksteel
Red Belt

  • 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
    • 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

All Answers

0
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
Answered 04/07/2017 by: Hobbsy
Red Belt

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