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Best Practices Question


Setting a date time field

05/24/2018 485 views

Hi folks

I want to set a date and a time field when the status of the ticket goes to resolved (we need to get metrics on resolution time). Is this inherent within the product? If so how can you extract it?

If it isn't is there any way to set the value to the current date/time. Systems I have used in the past allowed an equal in the field which would set it to current date.


Regards Tony

3 Comments   [ + ] Show comments

Comments

  • Don't worry. Answered my own question and figured it out.
    • Glad to hear it. There's obviously no need to share with others what you figured out , is there?
      • Figured out how to put date time in a field but it is really a hack because the nearest you can get is 15 minutes (which means it is probably not a go). The value is there in the history of the record but it is not accessible. Previous systems that I have implemented have always provided a way to get at the ticket history (even if it is to a CSV file). The reason we need it is our SLA's reflect time open to resolved.
  • A supplementary question is that the change of status to resolved is recorded in the ticket History. Is there anyway to report on this.
    • Yes, status changes are recorded in HD_TICKET_CHANGE and HD_TICKET_CHANGE_FIELD
      • Is there a report that allows me to get to the history information.
  • If you are creating custom reports I highly recommend setting up external database access and a tool like MySQL Workbench. That will give you read access to the database.

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