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07/10/2019 176 views

Hey there!  I'm looking for a more detailed report on an archived ticket queue that I could run to show me the history of tickets.  I'm looking for items like:  created to opened, escalation points, times stalled, etc.  I know NOTHING about sql unfortunately, and have tested a few items that i've found online, but nothing compares to what i'm looking for.  Is this possible?  Thanks in advance!!  :)

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  • We don't archive tickets (at this point), but the HD_TICKET* tables are replicated as HD_ARCHIVE_TICKET*. Have you tried taking a report for current tickets, performing a find replace HD_TICKET to HD_ARCHIVE_TICKET and running it?
  • Thanks for the reply! I can run reports on the archives and return data, however, there's nothing that shows me the history as far as how many owners touched it, the time difference between when the ticket was created to when it was actually opened (status update) or the history of the status changes. I was looking for some deeper metrics reporting than what i've found.
    • Gotcha. I have one report that shows the time for owner changed and approval change in my repository:
      https://github.com/csteelatgburg/K1000-Database-Queries/blob/master/tickets%20showing%20owner%20and%20approval%20changes.sql

      Most of the data you are looking to show is stored in HD_ARCHIVE_TICKET_CHANGE and HD_ARCHIVE_TICKET_CHANGE_FIELD, so you should be able to get to it.

      Are you interested in learning some SQL, or at least poking around in the tables to see what is there? If so, then I recommend setting up the external reporting and MySQL WorkBench.

      Otherwise, is there anyone on your team that could help with report writing?
  • Cool! Thanks for the info. And yes, one of my goals is to learn it. I've written HTML and my prev. college life included C++ but sql is a bit different. LOL!

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