|
Hello! I think this has been an mentioned in the past and I dug
through the lists again but no luck but I may have missed it… Is there a way to search for values in a custom field
associated with a Ticket Transaction, not a Ticket? We track our after-hours support calls by flagging the Ticket
Transaction as No, Yes (Emergency), Yes (non-emergency). I’d prefer to
keep it on the Ticket Transaction level because we may continue working on a
particular issue during regular hours. So, perhaps 30 minutes was after hours
but we continued and resolved the ticket after another 60 minutes during business
hours. I need to report the 30 minutes, not the total 90 minutes. Depending on the responses to this, I’ll likely just
have to move the custom field up to the Ticket level and advise my engineers
that if it’s not resolved after hours, they’ll need to open a new
ticket for the “business hours” portion and reference the other
ticket. Does anyone have any suggestions for handling this better?
(The goal being to report to mgmt the # of and time worked for after hours
support calls). Thanks Steve |
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