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Daedalus1's avatar
Daedalus1
New Member
9 years ago

Can you track reopened tickets in GTA?

I want to run a report which highlights any GTAs which have been reopened over a given period. So far I can't see any status which might reflect this. I have tried filtering tickets which are open but may have a date populated in closed or resolved and apparently there are none. I assume these dates have been wiped as soon as the ticket was reopened. Does anyone know what fields I need to be looking at to try capture this data? Thanks
Question
  • Jan21's avatar
    Jan21
    New Member
    9 years ago
    I created a custom field and a trigger to populates the date & time into the custom field whenever the Open/Closed changes from Closed to Open.  That tells me when the ticket was reopened last.  If it gets closed and reopened again, it will over ride the original date. 
  • Daedalus1's avatar
    Daedalus1
    New Member
    9 years ago
    Oh that sounds like a good idea, you're very good with the lateral thinking! I will have a go and see what I can do. Thanks!
  • Jan21's avatar
    Jan21
    New Member
    9 years ago
    Let me know if you have any questions once you get into looking at it.  We all have to stick together and help each other out.