How to track the tickets getting transferred between different queues?
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?
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Posted by:
grayematter
7 years ago
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';
