On Wed, 27 Oct 2004 00:16:26 -0400, aaron
Tyler:
Thanks so much - this is a great help. Is there a simple query that will tell us how many tickets each person worked on in a given period?
I'm not even sure how you'd tell if a ticket had been worked on or not - maybe by looking to see if a message has been added by a user? Maybe a better way to get this kind of info is to query how many messages each user has added to tickets in a given period.
No I'm sorry I don't have anything to show tickets that an agent worked on. That hasn't been a priority for me so I haven't looked into it. However, this is what I would do (after a quick look at the database) Use the tables: system_user ticket_history ticket_history_type ticket_history contains "create_by" and "history_type_id" entries. The create_by entries identify the operating agent. The history_type_id entries define the kind of action performed. To get logical names instead of integer identifiers, you have to use the system_user table and ticket_history_type table. Search ticket_history for events that you want to know about and what agents performed them. Hth, Tyler Hepworth