Report showing tickets by Who Closed each

[Curt Baker]

We have a need to be able to run a historical report showing tickets (incidents, service requests) closed within a given date range and who closed each.  This cannot be guaranteed to always be the ticket assignee, because on occasion we have someone who will close a ticket that is currently assigned to another (ya, it's a process problem we are trying to get better at). 

But for the moment, I have been unable to determine who moved any given ticket to a resolved or closed state without opening each up and examining that ticket's history. There is a "resolutiondate" that will allow me to see when it was closed, but not a "Resolved By" equivalent. 

Thanks in advance!

[Hana Kučerová · Accepted solution]

Hi @Curt Baker ,

what about to create new custom field with type "User Picker (single user)" and store the user, who closed the issue, into it?

You can create new automation rule to do it automatically, something like:

• When: Issue transitioned to Closed
• Then: Edit issue fields: Set value of User custom field to User who triggered the event

[Curt Baker]

Not a bad idea, it would definitely help things going forward. Thanks for the suggestion!

[Yuliia_Borivets__SaaSJet_]

Hi @Curt Baker 

Another solution you can try to find out who has moved a ticket is the Issue History add-on. You'll get an issues list with all changes, including a person who has updated a ticket and when it was updated. Selecting date range is also available.

Hope you'll find this info helpful. This app was developed by my team, so let me know if you have any questions.

[Curt Baker]

Thanks for the suggestion, I will give it a look!