[Newbie] Customize Report and Quick Link for Update Status
I'm newbie for Service Desk Plus (6 Months >.<), i need some customize Report and Quick Link for Update status (Open to In Progress).. I will explain it, sorry for my bad english.
1. Customize Report
In the default report, we have Response DueBy Time field, but i need the exact time when Technician respond the ticket like in the Ticket History, what table and field that i can use for get exact Response Time?
2. Quick Link for Update Status (Open to In Progress)
In some situation, ticket come to the technician when s/he outside (go to fix some ticket incident before), so i need quick link (by sms/email) that can help technician to change the request status fastly after s/he read the detail in email (not need to login to Manage Engine). I found the table to change from Open to In Progress (workorderstates, field : statusid), but when i change it the Ticket History didn't change!! can you help me, how to fix it? i mean what i must do for update Ticket History? what table/field i must change?
BR,
Erry
1. Customize Report
In the default report, we have Response DueBy Time field, but i need the exact time when Technician respond the ticket like in the Ticket History, what table and field that i can use for get exact Response Time?
2. Quick Link for Update Status (Open to In Progress)
In some situation, ticket come to the technician when s/he outside (go to fix some ticket incident before), so i need quick link (by sms/email) that can help technician to change the request status fastly after s/he read the detail in email (not need to login to Manage Engine). I found the table to change from Open to In Progress (workorderstates, field : statusid), but when i change it the Ticket History didn't change!! can you help me, how to fix it? i mean what i must do for update Ticket History? what table/field i must change?
BR,
Erry