Looking for reporting on helpdesk to show each time status was changed and how long it stayed at that status.
Here is how the request came to me:
I need a new KACE report for the following:
Lable the report history of a ticket
Date ticket was submitted
Date ticket Owner was changed from Default Ticket Owner to "a person" including BTS. Sort by ticket number
Date ticket status was changed from new to "any status" and if status was changed I need each time status was changed.
I need each status change noted on report, and a calculated days for processing
This report needs to multiple request features:
BY ticket nmber
BY Assignee
BY date range
and a all inclusive
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SELECT
*
FROM
ORG1.HD_TICKET_CHANGE_FIELD
LEFT join
ORG1.HD_TICKET_CHANGE ON HD_TICKET_CHANGE.ID = HD_TICKET_CHANGE_FIELD.HD_TICKET_CHANGE_ID
LEFT join
ORG1.HD_TICKET ON ORG1.HD_TICKET_CHANGE.HD_TICKET_ID = ORG1.HD_TICKET.ID
where
FIELD_CHANGED = 'STATUS_NAME'; - grayematter 10 years ago
Is there a data dictionary somewhere for all these fields? - nadecats 10 years ago
You can use any ODBC browser/query editor (such as MySQL Workbench to view the fields and work on queries. Directions on setting up the connection are at http://www.kace.com/support/resources/kb/solutiondetail?sol=114992 - grayematter 10 years ago