Tickets - identifying last adtion date/time from API

graham.byars
graham.byars Member Posts: 6 ✭
in Automations

Hi,

I have a need to identify the last time a ticket had any action on it (e.g. time recorded, agent adds a comment etc).

This is in order to populate follow-on API calls to pull WorkTime records for tickets that have been updated in the last x number of days (for a form of "timesheet report").

However, there are various timestamp fields in the ticket API output, but none accurately identify when the ticket was last updated.

The closest to it is the LastTechnicianCommentTimeStamp field.
But this is not being updated when a technician adds a comment….

Does anyone know - should this field be updated when a technician adds a comment?

It does seem a little lacking if there is no way to tell when a ticket was last actioned…

Comments

  • graham.byars
    graham.byars Member Posts: 6 ✭

    Ideal would be to have a last updated field, which is updated when ANYTHING changes, including simply a work-time record

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