Hi everyone.i noticed that, when a ticket is overdue, then an agent updated and moved due date, the ticket is now out of "overdue" status.(for me this is a proper behavior). My question is, On a monthly basis we export tickets to excel for reporting, but the report doesn't say which tickets were marked overdue. Is there any record where i can get the information that the ticket was marked overdue? thanks in advance.
If you some how made a ticket no longer over due... then that information is not available as you made it not over due. Overdue is a column in the ost_ticket table and is 0 or 1 (1 means over due). Looking back some of my closed tickets are still = 1.
Thanks ntozier for your response.is there any mod where if a ticket was marked overdue, there is a column where it stays overdue, for us to know that at some point in time, the ticket was overdue before an agent moves the due date?
You would have to look in the mods and customizations section for the version taht you are running. But I can't remember any atm.
