Showing problem text and solution text in statistics report.

[victorprime]

Hi,

I want to generate a simple report containing

Ticket Number | Open Date | Close Date | Queue |Problem Description | Solution Description | Customer User ID |Customer User | Ticket State |Customer email Id | Customer Telephone | OEM Ticket Number

These are the conditions:[/b]

Problem Description : Text which user/agent enter at time of ticket creation in *Text" Field

Capture1.PNG

Solution Description : Text which agent/resolve fill at the time of closing the ticket.

Customer User : User first and Last name

Customer email id : email id provided by user/agent

Customer Telephone : If Ticket created by telephone (Otherwise blank)

OEM Ticket Number : This field need to be created in Pending option after creation of the ticket.

Please help me to achieve this.

Thanks in advance.

[jojo]

As you are using Articles you can not report on the Body of the articles for incident description and solution

[victorprime]

I see, Is there any other way to achieve this ?

[crythias]

SQL query, but it's rather complicated. First article is probably easy enough to determine. Article body for closed ticket is a bit more difficult to determine based upon what criteria you'd want to use. No, it's probably not the last article body. That's just as likely to be the customer "Thank you for closing my ticket." It is *probably* an article indicating changed to a closed state, or maybe it's an article with note-report. Maybe it's a ticket with time_accounting entry: viewtopic.php?t=12546

[victorprime]

Or can we use custom Dynamic Fields and use these fields in new ticket form ?

[crythias]

Or can we use custom Dynamic Fields and use these fields in new ticket form ?

This sounds like a question you'd be able to answer in your own environment.