Custom Report for age of 'On Hold' tickets
Hi. We currently are running ServiceDesk 7.020 with MSSQL. I am looking to have a custom query report that produces the following for all open tickets that have a status of ON HOLD:
Technician Name...Requester...Ticket Subject Line...number of hours on hold...last note on ticket.
We like the new system, but I have noticed that technicians are putting the tickets on hold so that they won't violate the SLA. I need to be able to question them when tickets are on hold for weeks at a time.
We run MSSQL. Anyone that might be able to provide a query, it would be appreciated.
Technician Name...Requester...Ticket Subject Line...number of hours on hold...last note on ticket.
We like the new system, but I have noticed that technicians are putting the tickets on hold so that they won't violate the SLA. I need to be able to question them when tickets are on hold for weeks at a time.
We run MSSQL. Anyone that might be able to provide a query, it would be appreciated.