PA data based on the number of end users comments

[Jori]

is it possible to create % counter of tickets where user has commented 0-1 times?
can the activity stream be used to calculate the number of comments?

[Mark Manders]

What is your use case? I am missing the 'why' in your question. 

The sys_journal_field table stores all journal fields, so it could be used, but since you are looking for 'user' comments, without specifying which user (can be assigned to or caller), you can also just put a counter on the table itself, to count the number of times this user comments. You can then create a PA report to check on 0-1 against all (assuming you have PA). 

[Jori]

sorry, user = caller/contact. im trying to collect data from the tickets where the callers issue was resolved without bothering the caller more than once. for both purposes of metering FCR rate and developing the ticket form to have mandatory data to get all the needed information for faster ticket resolution in the future

[Mark Manders]

You can use a custom counter or custom checkbox on the form to report on this. A database view between record and sys_journal_field table is also an option, but that won't give you a number to report on.