Report on number of tickets opened, closed, resolved, or updated work notes

Jason Murray1
Kilo Explorer

‎04-12-2022 02:18 PM

I would like to create a yearly report that shows all the tickets my team members opened, closed, resolved, or updated any work note information on.

I can easily generate a report to show number of tickets opened, closed, or resolved.  What I can't figure out is how to include the tickets they "updated".  For example, if they didn't open or resolve the ticket, but they made a comment in the Work Notes, I want the report to include that in the "Number of tickets they worked on throughout the year".

Is this possible?

Labels:
0 Helpfuls
  • 1,246 Views
1 REPLY 1

Filipe Cruz
Kilo Sage
Kilo Sage

‎04-12-2022 03:41 PM

Hi Jason,

To simplify the creation and execution of the report, you can create a list field in the incident table to store the users that added work notes on the incident.
Then, create a BR that runs when work notes changes to add the current user to that field (if the user is not guest or system).

Then you should have the necessary data to feed your report.

Hope this helps!

Please, don't forget to mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

Best Regards,

Filipe Cruz

0 Helpfuls