Dear,
We are using 4 channels to be contacted :
- The portal to reach the service desk or the IT departement.
- 2 mail adresses to reach the service desk or the it departement.
So if I want to extract a report based on the email adresses and the portal I think this is not a real problem.
But the communication between the servcie desk (to consider as another team) is made by changing a customer field in the ticket itself.
Example :
- a ticket reached the Servicec desk.
- they suppose it is not for them --> they change the value in the custom field "departement"
- the ticket is "moving" from Q
So in fact everybody (as agents) can see all ticket but the different people are working in their respective Q.
My question is:
How to extract a report (for example: created vs resolved) based on the "date change" of a custom field.
Clear example:
- ticket is reaching the Service desk on 21/07/2021 (sorry belgium date)
- the service desk is changing the value of the custom field "Department" from service desk to IT on 22/07/2021
So we can assume that the official creation date of the ticket is well the 21/07/2021 but in an IT point of view, the ticket has been created on 22/07/2021.
I know that there is some historical action in each ticket "ticket assign to" "custom value change from to" ....
So is there a way to generate a report ?
I hope you understand my needs in terms of reporting.
Thx in advance for your support.
Kind regards,
Joffrey
