Status last changed by

Trying to do some reporting on by whom tickets are disposed by, either by resolving or cancelling (or closing even though that's not our S.O.P.)

Am I correct that the Resolved By field only looks at who set the status to resolved. Is there any other field that would indicate who was the last person to change the status? Its in the feed, so i know the data is there somewhere.

This would us gain a better snap shot of the daily and weekly disposition of tickets.

Resolved-By

Asked by Bill Harlan on Fri 6/24/22 9:43 AM

Answer (1)

Mark Sayers Fri 6/24/22 1:07 PM

Hello Bill,

So when the ticket is set to a status classification of Closed, it triggers that value for Resolved By to be generated. That *would* tell you both that the ticket is in a classification of Closed (because it wouldn't have a value for that if it wasn't) *and* who it was that put it in that closed state.

No feedback

Thanks Mark, to follow up, there's no field that would say who cancelled the ticket right? That would have to be last modified by, and hoping nothing else was changed after the status? - Bill Harlan Fri 6/24/22 2:23 PM

In a nutshell, yes, it would be Modified By and hope no one else had touched anything after they updated its status. - Mark Sayers Fri 6/24/22 2:25 PM

Thanks - Bill Harlan Fri 6/24/22 2:33 PM