[STATISTICS] List of Tickets that have had specific state

[Piske]

I need to get an report with Tickets that have had specific state. I'm not looking for tickets with actually one specific state. i'm looking for tickets that one of this various states are this one in specific.
exemle: one ticket with state "waiting for parts" is changed to "closed". i need one report to get infos of all tickets that have had the state "waiting for parts".

Can you help me to get it with statistics reports?

[Piske]

Hello friends.
There is a workarround for this:

1. Create a ticket type called "Waiting for Parts"
2. Create a Generic Agent job that changes the ticket type from the default type to "Waiting for Parts" if an agent sets the state to "Waiting for Parts"
3. Now you'll be able to report on any tickets with type "Waiting for Parts" and you'll know this ticket has had the state "Waiting for Parts" sometime in the past.

The only limitation to this method that I can see is that the GenericAgent job can run at most every 10 minutes, so if a ticket gets switched into and out of the "Waiting for Parts" state inside a 10 minute time window, it's possible the type won't get changed.

have you a better solution?

[crythias]

You could make "Waiting for parts" a state of type "Waiting for parts"?

But the ticket history table will let you know that a state was changed *anyway*.