I am looking for a report (or view) that can show me what tickets used specific action. We have a specific action for when our Chromebooks are sent to Dell for warranty repair. It also updates the status. When we get them back the actions are updated (returned to student, etc) and the status changes to resolved.
I’m looking for a report or view that can show me which tickets were sent to Dell, either by the action or by the status. Is that possible?
Best answer by AMeyer Greendale Schools
Are you referring to a Resolution Action? If so, you can filter tickets by that. Screenshot of what I’m referring to is below. Otherwise, if you’re using a custom ticket status, you could filter based on Previous Status?
Are you referring to a Resolution Action? If so, you can filter tickets by that. Screenshot of what I’m referring to is below. Otherwise, if you’re using a custom ticket status, you could filter based on Previous Status?
+1
Good morning
You most definitely can create a view using your districts custom status to see these devices in this state!
You would then be able to select what you guys have added in there as that custom status to see!
Feel free to let me know if this worked, or didn’t work for you so we can get on the right path!
Thank you!! I swear I’ve tried Resolution Action before and it didn’t work but it did now. That’s exactly what I need. I’m still getting used to Incident so I probably searched in the wrong section…
Hope that gets you the info you’re looking for!
+18
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