Report on new ticktes in a specific queue

1

We do some reports on ticket lifecycle. Our problem is one gets only data for now, not for historic states.

A ticket for a technical request will be opened in the queues support or sales (maybe other). They all go to support and will maybe moved to second level or a department at last.

Once a month we want to know how many tickets were opened in support and how many opened in sales. With the buildin reports you cannot solve this question or I am to blind to see.

Our bad solution is to pull the report every hour or like this and do a lot of datamangling once a month.

Has anyone an idea to solve the question: “How many tickets in any queue were opened in a specific queue”?

regards, Andre.

2

You could stash the original queue value in a custom field then search on the created date and that custom field value

3

Ok, this is one solution. I’ll think about it.

It fits exactly the given problem. I hoped to find ideas we can transfer to other reports, like “how many tickets were moved to second level this moth”, maybe grouped per day :slight_smile:

One colleague mentioned to traverse over all tickets in the given period and extract transaction-data with an external scipt.

4

There is the transaction query builder too that may be able to search for transactions like changing queues

5

That sounds interesting. We use 4.4.x at the moment so I have to wait for the scheduled update. Documentation is quite little.

Docs: Query builder - RT 5.0.3 Documentation - Best Practical
New feature since 5.0.0: RT 5.0.0 Release Notes - RT: Request Tracker - Best Practical