How to pull info from "History" tab in ticket to a report

We have a child ticket that has an approval field for a specific software product we use. I want to run a report that shows when the approval was completed for any given ticket.

I was able to create a wizard report that shows me all tickets that were approved for a given time period (last 180 days for example) and it shows they were approved, but for auditing purposes the auditors want to know the time and date of the approval.

This information shows up on the History tab in the ticket: (Names redacted for security)


Is there a way to pull that info into a report? I am not an SQL person and am learning all of this as I go. We are running KACE as a service so I don't know if we can access the database manually (which was suggested by KACE support)

Thanks in advance for any responses.

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Answers (1)

Posted by: Hobbsy 1 month ago
Red Belt

The way that I like to do this for customers when I create a queue is to set a read only custom field as a Date stamp, then create a rule that looks at the HD_TICKET_CHANGE table and when it see the text for the approval within the last 15 mins, it writes the date stamp in the approval field.

From there it is pretty easy to report from

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