Reporting on "Created by" for former employees

We employ a large number of student employees in our Service Desk who work for a semester or two then they leave. We also remove them from our Service Desk groups when they leave. We are struggling with trying to pull accurate reports of tickets created by our Service Desk groups because of former student employees who are no longer members of those groups.

What is the best way to pull this data?

Tags incident-reporting
Asked by Paul Lupeituu on Wed 9/25/24 2:24 PM
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Answers (2)

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Paul Lupeituu Wed 9/25/24 4:00 PM

Hi Mark,

Thanks for the prompt response. Unfortunately, this is not an ideal approach. Am I to understand that the Created by is preserved for each ticket but the historical group membership for that user is not? Is TDX not preserving the Created by group?

Created by is important and we don't want to change that... I can't imagine anyone wanting to change that just because the person who created the ticket has left. There has to be a way to include those tickets in group reports. Is the "member of" filter based purely on current/existing members of groups?

Paul

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A) you can't change the Created By value for a ticket even if that *was* the desire, but B) to your first question, the Created By value is not associated with groups specifically other than to say Created By - Is a member of - [group(s) here]. but that *is* only going to filter on current members of those group(s). - Mark Sayers Wed 9/25/24 4:05 PM
So, how do I create a report that would pull all tickets created by members of a specific team at any given period of time, now and/or in the past? Is this a shortcoming of the tool? - Paul Lupeituu Wed 9/25/24 4:28 PM
There isn't a way to report on tickets created by someone who was *historically* a member of certain groups.

There *is* reporting on historical responsibility of a ticket, but not historical ticket creation details in that group sense. - Mark Sayers Wed 9/25/24 4:39 PM
Thanks Mark! - Paul Lupeituu Wed 9/25/24 5:23 PM
Mark Sayers Wed 9/25/24 3:37 PM

Hello Paul,

Ideally it would be best if you can run a report on those departing student employees to find tickets they've created so you can move the tickets to someone else as requestor or responsible or whatever the case is, before you remove them from any groups they may have been a member of.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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