Statistic/report for Involved agents in a ticket

[graychev]

Hello,

Is it possible to have in statistics or in Search, how many agents took any participation in a ticket ?
As owner, as responsible, just left a note etc.

The idea is one tickets can go through several queues, before closing, so we want to see who worked on it.

Thanks in advance.

Best regards,
Georgi

[root]

Hi,

Only via SQL or commercial add-ons.

For SQL you need the table ticket and ticket_history. This may be a good start

SELECT t.tn,COUNT(distinct th.create_by) from ticket t LEFT JOIN ticket_history th on (t.id=th.ticket_id) GROUP by t.tn;

It is not tested, feedback welcome

- Roy