Hello All,
I did the following; 1) One week ago we changed out status model so that only "Closed" is available. (the two standard values are set to invalid) 2) Today I ran a generic agent on one queue to update the Service and SLA of historic tickets. I see fort hat queue in the updated tickets the two entries in the ticket history that the update was successful GUI & DB. 3) I ran a ticket list report fort he Queue that includes the fields "ticket Close" and "solution time" (i know these are the same values) The problem is now; in the report the field ticket "close time" and "solution time" are set to the very time i ran the Generic Agent. - Where is the value for the ticket "close time" taken from for the ticket list report? (it is not in the ticket history table) - Could the problem have something to do with the status model change? - Why was the status updated? I requested the Service and SLA to be updated in the Generic Agent. Many thanks in advance for any advice Mike
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