Tracking and Reporting Reopened Tickets

Hello,

I am currently working on implementing a ticketing system for our store to support warranty repairs on Apple products. To do this, we need to periodically send in reports to Apple.

One of the things we need to report on is the “First Time Fix”. My plan was to track tickets that have been reopened (i.e. Resolved to Open) I’ve been Googling and searching the wiki and the Mailing list for the past few days. The closest I found were some that would track custom tickets or the OnStatusChange script. In the Wiki.

Unfortunately I am not much of a programmer so I couldn’t tell what the best way to adapting these scripts would be. Any ideas?

Thanks

AaronS.

Hi Aaron,

Scroll down on this page until you get to 'on status change from “new”
to “open”’

Although I’m not clear what “First Time Fix” actually means to your
organization a simple scrip could modify a custom field from empty to
“First Time Fix” or something using that condition when it happens.On 4 November 2013 09:50, Shuford, Aaron aaron.shuford@wku.edu wrote:

Hello,

I am currently working on implementing a ticketing system for our store to
support warranty repairs on Apple products. To do this, we need to
periodically send in reports to Apple.

One of the things we need to report on is the “First Time Fix”. My plan was
to track tickets that have been reopened (i.e. Resolved to Open) I’ve been
Googling and searching the wiki and the Mailing list for the past few days.
The closest I found were some that would track custom tickets or the
OnStatusChange script. In the Wiki.

Unfortunately I am not much of a programmer so I couldn’t tell what the best
way to adapting these scripts would be. Any ideas?

Thanks

AaronS.

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