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Ticket creator report

Is it possible to report the userid that created each ticket? We change the submitter field to the name of the actual requester, so it doesn't reflect the help desk user that actually created the ticket.

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Answers (4)

Posted by: airwolf 14 years ago
Red Belt
0
You'd have to create a report that searched through comments for the "Ticket Created." comment. There is no field in the HD_TICKET table that tracks the creator - only submitter, approver, and owner; and it doesn't track the history anywhere but comments.

Try this:

SELECT T.ID AS 'Ticket #', T.TITLE AS 'Issue',U.FULL_NAME AS 'Ticket Creator' FROM HD_TICKET_CHANGE TC
JOIN USER U ON (U.ID = TC.USER_ID)
JOIN HD_TICKET T ON (T.ID = TC.HD_TICKET_ID)
WHERE TC.DESCRIPTION like 'Ticket Created'
Posted by: alogie 14 years ago
Senior Yellow Belt
0
Great. I'll check that out. [:)]
Posted by: GillySpy 14 years ago
7th Degree Black Belt
0
Minor correction since ticket created may not stand alone in all cases:

SELECT T.ID AS 'Ticket #', T.TITLE AS 'Issue',U.FULL_NAME AS 'Ticket Creator' FROM HD_TICKET_CHANGE TC
JOIN USER U ON (U.ID = TC.USER_ID)
JOIN HD_TICKET T ON (T.ID = TC.HD_TICKET_ID)
WHERE TC.DESCRIPTION like 'Ticket Created%'
Posted by: MelaMaui 13 years ago
Yellow Belt
0
Hey Gerald,
That's exactly what I needed, Thanks. Can I sort that by ticket creator?
Carmela
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