At Monday 1/28/2008 08:44 AM, Mark Grob wrote: >I am working on building a report in a separate reporting tool (SQL >based). How can I look up how many times a ticket has been closed an >reopened? Any suggestions? > >I want to see which of my Tech support reps are auto resolving an >issue and then it is getting reopened because the issue was not really >resolved. > >-Mark Grob
Mark, You'd have to look through the ticket transactions for resolve & open actions (Type = 'Status' and look in OldValue and NewValue for values like 'open' and 'resolved'). Hard to do in a single SQL query, though. Also be aware that if a customer replies saying 'Thank you' to a resolved ticket, it will reopen, even though the issue is really resolved. That may skew the results. Steve _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
