Report on tickets last updated by the customer

[NMcLaren]

We have an issue where tickets are open and a customer will reply to an email from us, but we're none the wiser unless we go searching for it manually. I want to be able to quickly see these in a dashboard view.

I need to create a report that I can place on a dashboard that shows where the customer was the last to update the ticket.  However, the 'Updated by' field won't let me look against the 'Customer' field (incident.caller_id).



Ideally it would search against the 'Customer' (caller_id) or 'Raised by' (u_raised_by) field to see if they were last to update.   I'd also love it is we could change perhaps the state to a new state of something like 'Customer Updated'.

How best can I produce this?

[SanjivMeher · Accepted solution]

You can do the other way around.

So you can compare caller id.user ID Same as Updated By

[NMcLaren]

Lol - so simple, thanks!

[reshmapatil]

Hi @NMcLaren ,

1. First click on Show Related Fields

2. Then select Caller-->User Fields

3. Select User ID

Regards,

Reshma

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