3 Replies Latest reply: Jul 21, 2016 6:56 AM by qvhelp please RSS

    Capturing the ticket status

    qvhelp please

      Hi All,

       

      in our org people raise ticket for different issues , we categorize them as P1,P2,P3,P4  now the problem is few tickets which are critical(P1) are responded quickly and then they are degraded to p2 ,i want to show the degraded tickets also as P1 as they are not resolved ,HOW CAN I DO THAT .

       

      I AM ATTAHCING THE SAMPLE DATA WHERE YOU CAN FIND THE CREATED DATE ,RESPONSEDATE AND RESOLVEDDATE AND PRIORITY ,FIRST FOUR TICKETS ARE CLOSED AS YOU CAN SEE IT HAS TICKET RESOLVED DATE WHERE AS THE LAST TICKET IS NOT RESOLVED AND ITS PROORITY IS P2 NOW BUT IT IS BEEN RAISED WITH THE PRIORITY OF P1.

       

      ALL P1 TICKETS ARE CLOSED AS P2 OR P3 BUT STILL I WANT THEM TO SHOW AS P1 SO PEOPLE CAN GO THROUGH THE DASHBOARD AND CHECK THE P1 ISSUES THAT ARE OPENED AND CLOSED

       

       

      THANKS IN ADVANCE

       

       

      PLEASE DO HELP ,THIS IS KIND OF URGENT

       

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