/build/static/layout/Breadcrumb_cap_w.png

Best Practices Question


How to track the tickets getting transferred between different queues?

12/09/2016 606 views

We have Helpdesk, Desktop and different queues, all the tickets first come to Helpdesk and when it is escalated to the desktop, I wanted to know, who moved the that ticket and how many tickets are moved from helpdesk to desktop or from helpdesk to any other queue, so how can I get this count?

0 Comments   [ + ] Show comments

Comments


All Answers

0

Here's a query to get you started.  We're taking a look at the HD_TICKET_CHANGE table.  We filter all queue changes.  You can further filter by source and target queues using the exact text for each queue name.  For brevity, I'm pulling only changes since the beginning of December.  You can adjust as appropriate.


SELECT 
    C.HD_TICKET_ID,
    C.TIMESTAMP,
    U.USER_NAME,
    U.FULL_NAME,
    C.DESCRIPTION
FROM
    ORG1.HD_TICKET_CHANGE C
        INNER JOIN
    USER U ON C.USER_ID = U.ID
WHERE
    C.DESCRIPTION LIKE 'Changed ticket Queue from%'
        AND TIMESTAMP > '2016-12-01';


Answered 12/09/2016 by: grayematter
5th Degree Black Belt

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ