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<body class='hmmessage'><div dir='ltr'>Hi all looking for some advise on the best way to do the following.<div><br></div><div>Currently our RT is Setup to deal with incoming repairs. Some of our clients require a weekly report (we work with bigger retail stores not individual users) Throughout the life of the ticket there are 3 main things that we need to pull out. </div><div><br></div><div>Condition on arrival. Diagnostics, Symptoms and Work undertaken.</div><div><span style="font-size: 12pt;"><br></span></div><div><font size="3">Currently our engineer's use a </font>Ticket Transactions<font size="3"> custom field called </font><font face="arial, helvetica, sans-serif"><span style="font-size: 12px; line-height: 14.402700424194336px; background-color: rgb(255, 255, 255);">Ticket Type </span></font><font size="3">and set it to one of the above, When reading through a completed ticket you can easily pick out the information. We also generate a worksheet based on the ticket ID and REST interface, For a year now we have been using a very inefficient script that generates the work sheet (It manually scours the database as the Ticket </font>Transactions<font size="3"> custom field is not exposed to the rest interface).</font></div><div><font size="3"><br></font></div><div><font size="3">Now reporting has become an issue, Because of the slow method above if we try to do a report on more than 30 ticket the script takes about 5 Minutes, and any longer just fails.</font></div><div><span style="font-size: 12pt;"><br></span></div><div><font size="3">We tried to fix this by editing the REST interface and exposing the Ticket Transactions field to the comment history REST but this just resulted in even slower </font>response<font size="3"> for every other script we work with that uses the REST. (We are not huge perl coders but it was a one line addition to expose the field and then dumping it in local)</font></div><div><font size="3"><br></font></div><div><font size="3">We though about 2 other methods, and wondered if we could get some input or other options.</font></div><div><font size="3"><br></font></div><div><font size="3">1: We make our own database that is populated when a ticket type has been assigned to a comment. This seems to be the simplest method but seems a bit extreme for what we want.</font></div><div><font size="3">2: Add a custom field (As they load a lot faster from the REST interface) That contains the full comment for each ticket type, This also seems like a waste. We also dont want to add 4 new custom fields for each peice of information as we are already hitting 30 required custom fields (We have removed any that are never used etc)</font></div><div><font size="3"><br></font></div><div><font size="3">Sorry for the story :) Hopefully we can find a resolution. Thank you!!</font></div><div><font size="3"><br></font></div> </div></body>
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