Can a report be created to see if a user updated a ticket at least once?

Is there a way to get a report from TDx that would show the number of tickets that a particular user had at least one update? I know you can report on "modified by" but I believe that is only the last user to modify the ticket and not a check of the history of updates.

Thanks.

Asked by Phuong Hoang on Fri 2/11/22 2:05 PM
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Answers (2)

This answer has been marked as the accepted answer
Mark Sayers Fri 2/11/22 2:19 PM

Hello Phuong,

What would your definition of "History of updates" be? Just status changes?

If so, there is no way to achieve that currently via reporting as historical status data is not captured. You can report on whether tickets are not still currently in the "New/Open" status class to tell if they've been moved at some point to an elevated status classification.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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I mean the history of which user updated the ticket. A team would like to report to see if a user made an update on a ticket at least once. Is that possible? - Phuong Hoang Fri 2/11/22 2:37 PM
And by "update" do you mean anything from a Comment to an actual Update to an Edit of the ticket?

Again, there's not a current reporting capability of who might have touched/commented/edited/updated a ticket at some point in its lifetime. You can get at its Created value, the last Modified value, and that is pretty much it. - Mark Sayers Fri 2/11/22 2:47 PM
Yes an actual update and/or comment of the ticket.

Ok thanks. I'll let the customer know. - Phuong Hoang Fri 2/11/22 2:51 PM
Becky Klein Fri 2/11/22 2:55 PM

Phuong - there's an enhancement request for this, # 225409, if you want to add a +1 to it. I really need this functionality as well, and it seems like it should be easy enough to solve.

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Ok great, will do. Thank you! - Phuong Hoang Fri 2/11/22 2:57 PM