Hello All,

I did the following;

1) One week ago we changed out status model so that only „Closed“ is available. (the two standard values are set to invalid)

2) Today I ran a generic agent on one queue to update the Service and SLA of historic tickets. I see fort hat queue in the updated tickets the two entries in the ticket history that the update was successful GUI & DB.

3) I ran a ticket list report fort he Queue that includes the fields „ticket Close“ and „solution time“ (i know these are the same values)

The problem is now; in the report the field ticket „close time“ and „solution time“ are set to the very time i ran the Generic Agent.

- Where is the value for the ticket „close time“ taken from for the ticket list report? (it is not in the ticket history table)

- Could the problem have something to do with the status model change?

- Why was the status updated? I requested the Service and SLA to be updated in the Generic Agent.

Many thanks in advance for any advice

Mike