I'm looking for a way to analyze (standard) responses given on tickets.

Most responses are given by

1. a ResponseTemplate

2. a FAQ item

I found out that use of a ResponseTemplate is logged in the ticket_history table like:

"ResponseTemplate (17/29871/40171)" with history_type_id=25. The "17" is the ResponseTemplate used.

Not the most convenient way for analyzing, but with al little SQL I should be there.

BUT I noticed that using a FAQ item as response in a ticket is not logged in the ticket_history table or anywhere else.

there is a faq_log table, but no record is added when I use the FAQ in a ticketresponse.

So it would be great if both ResponseTemplates and FAQ items used are logged (in ticket_history??) and in a way that it is a little bit

easier to run some analyzing queries (new history_type_id's?? / new numeric field for the ResponseTemplate/FAQ item used?)

regards,

Peter van Beugen