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Daedalus1
New Member

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
3 REPLIES 3
Jan21
New Member

Re: Can you track reopened tickets in GTA?

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
New Member

Re: Can you track reopened tickets in GTA?

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
New Member

Re: Can you track reopened tickets in GTA?

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.