[Gokulnath Sivakumar]

Hello,

while downloading reports from OTOBO as a CSV file, I can see most of the columns that are available in the ticketing system. However, the ticket owner information is missing.

Specifically, I am unable to find:

1. the owner who took charge of the ticket,
2. the user who solved the ticket,
3. the user who closed the ticket.

Could you please let us know how we can include these fields in the report and export them correctly in the CSV file?
Is there any specific configuration, report type, or object we should use to retrieve this data?

Thank you.

[Arnold]

Hi Gokulnath,

that is not possible. These data remains in the history of the ticket. If you are using the export function (not the reports) of the package ImportExportTicket, the history is also exported. However, there is no way to know for the system what these statements mean:

the owner who took charge of the ticket,
the user who solved the ticket,
the user who closed the ticket.

There is only the agent which changed the state of the ticket.

I hope that helped.

All the best,
Arnold

[Autor]

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