[rt-users] Tracking and Reporting Reopened Tickets

[Landon Stewart]

Hi Aaron,

Scroll down on this page until you get to 'on status change from “new”
to “open”’

http://requesttracker.wikia.com/wiki/CustomConditionSnippets

Although I’m not clear what “First Time Fix” actually means to your
organization a simple scrip could modify a custom field from empty to
“First Time Fix” or something using that condition when it happens.



On 4 November 2013 09:50, Shuford, Aaron <aaron.shuford at wku.edu> wrote:
> Hello,
>
> I am currently working on implementing a ticketing system for our store to
> support warranty repairs on Apple products.  To do this, we need to
> periodically send in reports to Apple.
>
> One of the things we need to report on is the “First Time Fix”.  My plan was
> to track tickets that have been reopened (i.e. Resolved to Open)  I’ve been
> Googling and searching the wiki and the Mailing list for the past few days.
> The closest I found were some that would track custom tickets or the
> OnStatusChange script. In the Wiki.
>
> Unfortunately I am not much of a programmer so I couldn’t tell what the best
> way to adapting these scripts would be.  Any ideas?
>
> Thanks
>
> AaronS.
>
>
>



-- 
Landon Stewart :: lstewart at iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com :: +1 (888) 909-4932