Hi,

 

I have 3 groups grp1, grp2 and grp3.

and i have created request template for each group - Temp_grp1,Temp_grp2 and Temp_grp3.

all my requests are getting created thru mail, hence the tickets are getting created under default template, and while closing the case the techincian will change the template to belongs to their group.

So many techinicans were closed their request under default template, so to prevent using the default template, i have removed the group and technician name from the default template and saved the template.

Now the issue , is all closed requests are laying without group and technician.

The numbers of requests are more, hence checking each ticket's history and finding the Group and technician name and closing is not possible.

Any way there to run the report based on history, so that we can find the technician name who closed the request and try for some bulk update.

Any idea ...

 

Pikusha --