[rt-users] Tracking and Reporting Reopened Tickets
lstewart at iweb.com
Mon Nov 4 17:51:50 EST 2013
Scroll down on this page until you get to 'on status change from “new”
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:
> 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?
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
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