Filter tickets with no updates for a week
10/07/2016 950 views
Hello, I have been trying to somehow filter tickets that has not been updated/commented in a week time but I have not been successful in it.
I used to do this just sorting tickets by its "Modified" field but since I updated to 6.4 the "Modified" field started getting updated every day at specific times even though no visible update is loged in the ticket.
Is there any way I can filter that kind of tickets without using the "Modified" field. Or better, is there any way to prevent the Modified date from changing every day with no aparent reason?
I found a KB explaining custom rules and escalation can be the reason why the "Modified" field is getting updated on its own. I have turned custom rules and escalation off, but the problem persists.
Further information will probably be required but I can't think of any other relevant thing to add right now so please let me know and I'll provide.