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Ticket Assignment Report

Discussion in 'Kayako reports (Kayako Classic)' started by rduca, Jan 13, 2016.

  1. rduca

    rduca Member

    Hello,

    When I ran the report below I get duplicates. Is there any way I can remove the duplicate ticket ?

    I would only like to have one instance of the ticket when status was changed from --unassigned-- to --updated owner-- .

    SELECT DISTINCT 'Tickets.Ticket Mask ID' AS 'TicketID', 'Ticket Audit Logs.Creation Date', 'Ticket Audit Logs. Actiontype', 'Ticket Audit Logs.Message' FROM 'Ticket Audit Logs' where 'Ticket Audit Logs.message' like 'Ticket owner changed from: -- Unassigned -- to:%' and 'Ticket Audit Logs.Creation Date' = LastWeek() MULTIGROUP 'Tickets.Owner'

    upload_2016-1-13_15-20-0.png
     
  2. Gary McGrath

    Gary McGrath Staff Member

    Hi there,

    Those are not actually duplicates, they are different times, this means the ticket was probably changed to Jason, then back to unassigned, and then back to Jason again.

    Would you not want to know when that's happening?

    Gary
     
  3. rduca

    rduca Member

    Hi Gary,

    Not really . I only want to know the first time the ticket was assigned to an owner . If it does change from one owner to another then it is inconsequential.
     
  4. Gary McGrath

    Gary McGrath Staff Member

    This should clear it down to single tickets for you

    Code:
    
    SELECT DISTINCT 'Ticket Audit Logs.Creation Date', 'Ticket Audit Logs. Actiontype', 'Ticket Audit Logs.Message' FROM 'Ticket Audit Logs' where 'Ticket Audit Logs.message' like 'Ticket owner changed from: -- Unassigned -- to:%' and 'Ticket Audit Logs.Creation Date' = today() group by 'Tickets.Ticket Mask ID', 'Tickets.Owner'
    
    
    Gary
     
  5. rduca

    rduca Member

    Can we aggregate this for monthly and yearly reporting. We would like to report on productivity. i.e in a given month what % of the total tickets created(new tickets) in that month does staff A own/take .
     
  6. Gary McGrath

    Gary McGrath Staff Member

    where you have ticket audit log.creation date = today, you can make that thismonth or lastmonth

    If you want to get an entire year, you will need to build it using MK time:

    ('Ticket Audit Logs.Creation Date' > mktime(0,0,0,01,5,2015) AND 'Ticket Audit Logs.Creation Date' < mktime (23,59,59,12,31,2015))

    Gary
     
  7. Christoper Alvarez

    Christoper Alvarez New Member

    How do I edit the Changed BY? I tried Departments and Owner. I must be missing something.

    'Ticket Audit Logs.message' like 'Ticket owner changed from: -- Unassigned -- to:%' and 'Ticket owner changed by: Department = Service Desk to:%
     

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