Reporting on data fields previous entries

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5 Comments

  • Graeme Carmichael
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    Loren

    Yes you can track how a field value has changed over time in Explore.

    Create a new Query, choose Support as the product, and then choose Ticket Updates as the dataset.

    Under Rows, expand the ticket field changes group and you should see options for:

    • Changes - Field Name
    • Changes - Previous Value
    • Changes - New Value
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  • TheKhrux
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    Thanks Graeme, I'll give this a go and report how I get on.

    0
  • Rory
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    Hi Graeme,

    Using your suggestion above i'm able to get the total time a ticket spend with team B, this is fine to an extent, but when you begin to apply changes to capture views on the various ticket status (hold, open etc) the returns appear to be

    a- using the status at the time the ticket left the team

    b- using the total time the ticket spent with the team

    example

    id 21 arrived from team a to team b, spent 5min in unassigned, 10min in open, 5min in on hold and then was assigned to team c

    id 22 arrived from team a to team b, spent 10min in unassigned, 15min in open and then was assigned back to team a

     

    ID 21 - will appear with status hold and time of 20min

    ID 22 - will appear with status open and a time of 25min

     

    any idea to break down original question by status?

     

    Rory

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  • Graeme Carmichael
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    Rory

    Take a look at this recipe includes time by status. 

    0
  • Graeme Carmichael
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    Rory

    I am not sure how you would report on both the Group and the Status of a ticket using this method.

    There are timestamps against each field change, so theoretically that should be possible, but it would involve some complex custom metrics. I believe it may be best to keep them separate but I can see why it would desirable .

    0

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