Prerana Jawalkar

Hi Brandon,

Thanks for the reply. I had a filter on Updater role as "Agent" and so it was showing only the changes done by Agent. One more ask on this, we do have a ask to exclude the time the ticket sits in solved state before its reopened from its total resolution time that is calculated using "Full resolution time - Business hours (min)" field so it would be great if we get this "Field Change time(min) " field on business hours.

I don't think its showing the correct value. I checked this on a ticket which was set to solved on May 9th, 2022 and reopened on June 1st, 2022, the value of Field Changes time(in mins) is showing only 942 mins. Which dates does this Field Change time field uses to get the value? and is it considering business hours or regular hours?

Hi

Is there any way to report on the time duration(in mins) the ticket sits in solved state before its reopened?

Thank you,

Prerana

Hi, I've to create a report on count of Phone tickets created by Agent but not necessarily worked on it or solved the ticket. Could you please let me know if its possible and if so how can I achieve this?

Hi,

Can you please help me to find a way to report on a list of tickets that went in Pending status for the very first time in Explore?

I found how many times the ticket changes its state but was not able to find anything related to solve the above issue

Thanks!