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I am trying to configure a ticket report that will show tickets that have been commented on AFTER they were already marked closed or resolved. This happens on occasion here for a certain service offering, and when the customer comments back, they don't always mark to notify the technician, so the technician is at risk for missing the comment. We are trying not to change system settings on how we handle this. We really do not want to reopen closed or resolved tickets when this action occurs. We would just like to monitor it.

Is there a way to do this? Thank you!

Tags report ticket-report ticket-reports custom-report custom-reports
Asked by Mark Sayers on Fri 6/9/17 4:56 PM
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Mark Sayers Fri 6/9/17 4:56 PM

In lieu of feed reporting (which is currently not available, you could consider adding the Resolved Date, Modified, and Modified By columns to a custom report. Your report probably would want to filter on Status is one of (a closed status). When you see the report results, you look for tickets that were modified after their Resolved date and whom they were modified by. You know if it is not one of your employees who modified the ticket, it was a customer sending a comment.

You can flush out the report with other needed reporting items, but I think that would get you close to what you're looking for. Please let me know if you have any any questions.

Mark Sayers

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