Hi,
i am polling ticket queues for aged tickets and do some autoclosing.
Currently i close after 4 Weeks by looking at the Created date.
Now i have tickets which get reopened and more or less closed immediatly
because of the created date beeing old.
So i’d like to find out whether the ticket was reopened and when. I
currently fail how to find.
Example REST output for a reopened ticket. Creates is the
original dtae. It was resolved and reopened.
id: ticket/14657
Queue: Monitor
Owner: monitoradmin
Creator: monitoradmin
Status: open
Priority: 0
InitialPriority: 0
FinalPriority: 0
Requestors: devnull@zz.de
Cc:
AdminCc:
Created: Thu Jan 09 10:09:55 2014
Starts: Not set
Started: Thu Feb 06 10:11:44 2014
Due: Not set
Resolved: Thu Feb 06 10:17:25 2014
Told: Not set
LastUpdated: Thu Feb 06 10:17:27 2014
TimeEstimated: 0
TimeWorked: 0
TimeLeft: 0
Flo
Florian Lohoff f@zz.de
signature.asc (828 Bytes)
So i’d like to find out whether the ticket was reopened and when. I
currently fail how to find.
Example REST output for a reopened ticket. Creates is the
original dtae. It was resolved and reopened.
There is nothing on the ticket level that tracks a re-open, you have
to scan the history with ticket/id/history or set up Scrips to save
data in a custom field on the ticket that tracks the reopen so you can
avoid walking the history.
-kevin
There is nothing on the ticket level that tracks a re-open, you have
to scan the history with ticket/id/history or set up Scrips to save
data in a custom field on the ticket that tracks the reopen so you can
avoid walking the history.
I am walking the history now - not that many tickets and not that
frequent. I would have expected a Date on Ticket level with the last
Status change.
Flo
Florian Lohoff f@zz.de
signature.asc (828 Bytes)
There is nothing on the ticket level that tracks a re-open, you have
to scan the history with ticket/id/history or set up Scrips to save
data in a custom field on the ticket that tracks the reopen so you can
avoid walking the history.
I am walking the history now - not that many tickets and not that
frequent. I would have expected a Date on Ticket level with the last
Status change.
Tracking Status change at the ticket level isn’t really helpful,
because you really want to know what it changed from which means you
still have to go back into Transactions.
If you want to track it at the ticket level, that’s what Custom Fields
and a simple On Status Change Scrip with a custom Action is for.
-kevin