Hi All
Is it possible to create a custom report or view that will show all tickets that have been assigned to an agent but also who has closed\resolved them even though the ticket remains assigned to the original agent.
Thanks
Userlevel 6
+11
Hi.
Yes and No.
I guess the easier and smarter way to achieve this would be:
Creating a custom field in ticket manager for ticket for ClosingAgent
Create a workflow triggered when Ticket is Closed/Resolved (You should consider auto-closing, or closing by Requester) for updating that field with the agent who actually Closed the ticket).
Then, you may specify in a widget, in Underlaying Data, ticket, Assigned Agent and ClosingAgent (as well as other fields you may need).
Hope this helps.
Regards,
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