I want to be able to pull reports using criteria found in the “event history” of a ticket. For example, I have an agent who gets a ticket assigned via Balanced Assignment. He then goes in and manually changes Assignee: unassigned, and Team Inbox: unassigned. The activity appears in the event history of a ticket.
I am not able to pull any data around actions that only appear in the event history. I can only pull data around tickets being reassigned, which is not helpful in this case. I also can’t use the filters around ‘current assignee’ because that has changed between the time of the action taking place and pulling the report, and is also not relevant to what I need to track.
Use case: Agent is unassigning themselves from tickets they don’t know how to do. Create a report to track Tickets that have the action “X agent changed status from Assignee: X to Assignee: Unassigned”. That way I can then filter by ticket category or case type to understand product knowledge gaps and use for training purposes.