Report on Tickets that have been assigned to an agent, by that same agent

Dan R
Kilo Expert

‎06-25-2019 07:36 AM

Good Day SNC,

 

I have a request from the business to create a report showing how many tickets a Help Desk agent is assigning to themselves. Essentially the agent would assign themselves the ticket and saving or resolving the ticket after assignment, thus applying a work note into the activity list on the ticket that shows a "field change" with the agents name listed both as the one who processed the activity, and also within the work note itself.

Ex: find_real_file.png

 

How can I report on the above work note? (Idea being I would do this agent-by-agent to create a report for each showing "tickets assigned to themselves")

 

Thanks in advance here!!!

 

Dan R

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Dan R
Kilo Expert

‎07-09-2019 11:43 AM

been doing more research on this and I see a suggestion to use a database view linking the sys_journal_field table to the sc_task table, and joining on sc_task.sys_id = sys_journal_field.element_id.

 

My issue now is that when I go into the 'create report' section, the "created_by" field on the sys_journal_field table is a string field, instead of a reference field. Because of this when I go to say "sys_journal_field.created_by is the same as sc_task.assigned_to" I don't get the proper options appearing in the drop-down because created_by is a string, and assigned_to is a reference.

 

My thought is to add a calculated string field to the sc_task table to copy the assigned_to.user_name into the calculated field, and then use this field to compare the created_by .

 

This didn't seem to work, so I went the business rule route that says "When an sc_task record is updated, copy the assigned_to.user_name.toString() to the assigned_to_string field.

This is working, and now I can do the proper comparison within the database view report as follows:

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