I'm trying to run a report that looks at the time it takes for us to 'pick up' an email request.

When a new email comes in to our service desk, a ticket is automatically generated.  The ticket is considered 'picked up' when our first line team amends it and adds the Category / SubCat / Item fields

In the History of the ticket you can see the initial time it was created, and the time (and analyst) that applied them.

Would it be possible to write a query report that shows:

Created Date / Time

Date / Time Category was changed

Category applied

Analyst that changed it

I am only interested in tickets where the "Request Mode = Email"

I would also like to show the following fields:

Request ID

Requester

Request Status

Subject

Request Type

Site

Region

Completed Time

Database: MSSQL

Version and Build: 9.2 Build 9221

Many thanks!