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KACE - Generate a report to get archived tickets transferred information

Hello,


We have a report to get currently active tickets that have been transferred from one Queue to another (thanks to some other posts on this fourm). However, we were wondering is it possible to do the same for Archived tickets? I did not see any fields in the Archive Tickets table that would provide this information.

Here is the report we are using for the active tickets...


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",
HD_TICKET_CHANGE.DESCRIPTION
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 from % %IT Helpdesk to % %Data Helpdesk.%"
and HD_TICKET_CHANGE.TIMESTAMP > DATE_SUB(NOW(), INTERVAL 1 MONTH)

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Answers (1)

Posted by: Hobbsy 1 month ago
Red Belt
0

Archived tickets sit in a separate table with the actual data rather than ID’s linking to other tables i.e. Priority or Category, so you will need to create a separate report to show the data you need.


Comments:
  • Thank you, that is what I am wondering on doing...basically I would like a report that looks at the Archive Ticket history and show only the ones that state "%Changed ticket Queue from % %IT Helpdesk to % %Data Helpdesk.%" or something similar.

    Is this possible, I could not see anything in the Archive table that stored this information. - trankin 1 month ago
 
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