Do we have Ticket State Minutes report expression?

V5 Question
1

I am in need of a way to count the number of tickets which have had a status of hold for more than say 5 minutes.
Something like;
{REPORT TICKET COUNT:(xxx)}
Can easy add a seperate hold state if needed as other state minutes expressions only specify state name (updated) time rather than a specific state.

2

You know I am going to ask you what your trying to do with it right? :stuck_out_tongue:

No we dont have that as a report expression it is a printer tag however and can be used in scripts.

Probably best way would be to use Tasks for that however.

REPORT TASK DETAILS


Reports task details.


	
	
		FieldDescription
	
	
	
		T.NameTask name
	
	
		T.TaskTypeTask type name
	
	
		T.StartDateTask start date
	
	
		T.StartTimeTask start time
	
	
		T.EndDateTask end date
	
	
		T.EndTimeTask end time
	
	
		T.DurationTask duration
	
	
		T.ContentTextTask Content
	
	
		T.CompletedIs task completed
	
	
		TSC.<custom field>Custom Field Value
3

I knew you would ask,
Its not complex, have setup hold ticket/switch user but rather than automaticlly recalling the ticket that was held as part of switch user I have a hold tag and a per user program setting for how many tickets they have on hold.
Works quite well.
Have a button to go to hold taged ticket list and set number of hold tickets in the button header.
On user login inf their program setting shows >0 hold ticket count it will prompt them with question as to go to hold ticket list or continue as normal.
I like this as it allows other users to pick up a held ticket unlike my previous setup.

HOWEVER would like to program in some form of notification to prompt all users regardless or maybe just a popup if there were a ticket on hold for more than 5 or 10 minutes as this might sugest someone has forgotten it or it got missed on a shift change.