[rt-users] How to do a report for tickets that were reopened and closed numerous times?

[Stephen Turner]

At Monday 1/28/2008 08:44 AM, Mark Grob wrote:
>I am working on building a report in a separate reporting tool (SQL
>based). How can I look up how many times a ticket has been closed an
>reopened? Any suggestions?
>
>I want to see which of my Tech support reps are auto resolving an
>issue and then it is getting reopened because the issue was not really
>resolved.
>
>-Mark Grob

Mark,

You'd have to look through the ticket transactions for resolve & open 
actions (Type = 'Status' and look in OldValue and NewValue for values 
like 'open' and 'resolved'). Hard to do in a single SQL query, though.

Also be aware that if a customer replies saying 'Thank you' to a 
resolved ticket, it will reopen, even though the issue is really 
resolved. That may skew the results.

Steve