Reporting on the values of custom numeric ticket fields for a certain date

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Milena Rusanova

Publicado 19 jul 2023

Hi,

We have custom numeric ticket field "Counter" that is updated with +1 each time an agent makes a contact with the customer. 

  1. How can I create a report that will show me the exact value the custom numeric field Counter had for a certain date?
  2. Additionally I would like to see how many times the value of this specific custom numeric field was changed for a specific period of time? For example if the agent has updated a ticket 10 times in June, but only 3 of those updates included a change in the value for field Counter, the report should show 3.

Thank you in advance for the help!

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      Brett Bowser

      Hey Milena, 

      It looks like a solution was provided on this post but then was removed for some reason. I'm re-adding in case anyone else comes across this post :) 


      In your report, you will need to set up the following criteria:

      Ticket Updated Date: Select the date range you are interested in (e.g., a certain date or a specific period like June).
      Custom Field "Counter": Filter the report to show only tickets where the "Counter" field was updated during the selected date range.
      Report Columns: Add the following columns to your report:

      Ticket ID: This will help you identify individual tickets.
      Ticket Updated Date: So you can see when each ticket was updated.
      Custom Field "Counter": This will show you the value of the "Counter" field for each ticket.
      Grouping and Sorting: Group the report results by the Ticket ID and sort by the Ticket Updated Date in ascending order.

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