Export tickets with resolved by agent information

Hey ​@BStead 367a84d nclack,

Taking a look at your site, you may be able to get this information through resolution actions. Since you have resolution actions as a required field on tickets for resolving, you can create a custom view for resolved tickets and add the column ‘Resolution Action Users’. This would show the users who put a resolution on the ticket and if there’s only one, that’s likely the user who closed the ticket.

The one drawback to this workflow would be if your users put resolution actions on tickets prior to closing the ticket. That would then satisfy the requirement to close the ticket, but if the resolution action is added for the purpose of closing a ticket, this data should be reliable.

Hopefully, this workflow works for you and let me know if you see any holes in the logic!

Hi ​@JustinRaynor_iiQ Unfortunately we have some of our agents that also add resolution actions when they were not who resolved the ticket. So if my techs all behaved the same this would work but the people are the hardest thing to program. But I like the idea and I tried the same thing :)

Hi ​@BStead 367a84d nclack, this is a feature that gets asked for a lot. Your idea sounds very similar to this request: https://community.incidentiq.com/ideas/activity%2Dlog%2Dfor%2Dagents%2D410 

I would recommend upvoting this idea and adding your districts use case!

Thanks,

Dani Donaldson