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Can a report be ran from data in a form that it attached (Attached form) to a ticket?

Willis.Tusie
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March 11, 2024

I'm looking for a way to capture and report the time Eng resources are getting pulled in to assist in resolving ticket/incidents.  I created a form within the ticket to capture name, dates and time spent assisting.  Is there a way to run a report from the attached form to track this time over days, weeks, months etc?  I'm not seeing a way to do this when attempting to create a report.  There may be a better way to capture actual time or some estimation of time.  I doesn't appear story points it a good option to capture this. 

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Mark Higgins
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March 11, 2024

Hi Willis,

Short answer is no, not directly from the 'form'. Forms are basically blobs.

However you can create Custom fields, and link those to the fields on the form, and then report on the form 'fields'.

There is also a section on tickets to Log Work, called Work Log, where Agents can log time against tickets, and then you can report on those entries.

 

Hope that helps.

Mark

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