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Systems Management Question


K1000 - Report to show when a ticket has been reassigned to a new owner

04/25/2017 1141 views
Hello - In the K1000 Service Desk. Is there a way to run a report to show when a ticket has been transferred from one ticket owner to another owner in the same queue? I do not see a report category for History notes.

Our workflow is a ticket is emailed to the Queue. That ticket is then created by the submitter. It is then assigned to someone in that queue. But I would like to see if there is a report that shows if it's been transferred to another owner.

Using the Report Wizard, I've had no success. 

Any suggestions?
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5

I don't think that kind of filtering is available in the wizard.  The query below should get you started.

SELECT 
    *
FROM
    HD_TICKET
        JOIN
    ORG1.HD_TICKET_CHANGE ON HD_TICKET.ID = HD_TICKET_CHANGE.HD_TICKET_ID
WHERE
    HD_TICKET_CHANGE.DESCRIPTION LIKE '%Changed ticket Owner from%'
        AND HD_TICKET_CHANGE.TIMESTAMP > DATE_SUB(NOW(), INTERVAL 30 DAY)
ORDER BY HD_TICKET_CHANGE.TIMESTAMP DESC;

That will capture all assignment changes, including the initial assignment.  If you want to exclude the initial assignment, try this query instead.

SELECT 
    *
FROM
    HD_TICKET
        JOIN
    ORG1.HD_TICKET_CHANGE ON HD_TICKET.ID = HD_TICKET_CHANGE.HD_TICKET_ID
WHERE
    (HD_TICKET_CHANGE.DESCRIPTION LIKE '%Changed ticket Owner from%'
        AND HD_TICKET_CHANGE.DESCRIPTION NOT LIKE '%Changed ticket Owner from "Unassigned" to%')
        AND HD_TICKET_CHANGE.TIMESTAMP > DATE_SUB(NOW(), INTERVAL 30 DAY)
ORDER BY HD_TICKET_CHANGE.TIMESTAMP DESC;


Answered 04/26/2017 by: grayematter
5th Degree Black Belt

 
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