Implemented Suggested 5/12/2020 by Jean Malo Roberts

14

votes

Report using the Due Date

The report would indicate if the person assigned to the ticket completed the task in the ticket by the Due Date that was set on the ticket. I don't see any options under the Admin Reports function that would meet this need. 


Basically what we want is to be able to run a report using the 'Due Date' field and a combination of other field options, for example we want to know who the ticket was 'Assigned to' at the time the Due Date was set and if the task was completed by the Due Date, not necessarily closed by the due date, but does the ticket history show that a task was completed by the set due date, maybe using the date and time stamps on each of the notes along with the person who entered the note in the report. 


We move tickets around based on the action that is needed. For example, a customer contacts us regarding a fee for service project. The support tech starts the ticket and assigns it to our admin team along with a due date for them to send an invoice. Then the admin team sends the invoice and assigns it back to the tech specifications gathering (may or may not have a due date). Then the tech assigns the ticket to a manager for final review (usually without a due date). The manager then assigns it to the project coordinator who will work it to completion. 


We would like history on the Due Date, the assigned to at the time of the Due Date, the date the action with the Due Date was completed and whom the ticket was assigned to at the time of the Due date. Maybe being able to gather this same information on multiple tasks on the same ticket would be useful too. 


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