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<p class="MsoNormal"><span lang="EN-US">Good morning everybody,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">I am trying to set up Request Tracker 4 and I have customized with business hours, sla and lifecycle. All I would you like to know if is it possibile to extract timestamp for my custom ticket status when the status has
changed from a condition to another? For example: report how many hours the ticket as been in stall, or to store the date\time the ticket has been put in stall and then when it has been reopened. Obviously in my case, the stall condition, is a custom Ticket
Status. The picture here attached will explain it better… highlighted you will find date\time datas I need.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:IT"><img width="832" height="257" id="Immagine_x0020_1" src="cid:image001.png@01CE2FB5.32A715C0"></span><span lang="EN-US"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">I have checked out the DB but I cannot find any field that can be useful for this scope. Where I can find the highlighted field?<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">At the moment I am using RT 4.0.4.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Thank you in advance for your suggestions.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Best regards,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Mirko<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;color:#333399;mso-fareast-language:IT">Mirko Spuntarelli | Area Tecnica<o:p></o:p></span></b></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;color:#333399;mso-fareast-language:IT"><o:p> </o:p></span></b></p>
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<br>
</span></b><span style="color:black;mso-fareast-language:IT"><o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
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