Hi All,
We are trying to create an event search that will indicate tickets which are currently on hold. Has anyone had any luck creating an event search that can show tickets currently on hold?
Solved
Event Monitor Query
Best answer by Robert Wood
Hi Kevin,
Unfortunately SLA clock isn’t one of the parameters available in the event query profile at the moment. I’d suggest raising an idea and it’s something we can look into adding as it certainly would seem useful.
Depending on whether or not your events still recieve action updates when they are on hold you could try running an event query with the action type set to the on hold action and the “Use last Action” checkbox checked. This approach obviously relies on no further actions being taken on the event after the hold action is placed, so not an ideal approach.
Cheers,
Robert
Hi Alan,
Unfortunately this wont work for us as we are not using the state actions for hold/off hold. We are using a custom action which is triggering on hold/off hold via the action processor. We were hoping to have a search parameter to search where SLA Stop Clock is triggered or not.
+11Hi Kevin,
Unfortunately SLA clock isn’t one of the parameters available in the event query profile at the moment. I’d suggest raising an idea and it’s something we can look into adding as it certainly would seem useful.
Depending on whether or not your events still recieve action updates when they are on hold you could try running an event query with the action type set to the on hold action and the “Use last Action” checkbox checked. This approach obviously relies on no further actions being taken on the event after the hold action is placed, so not an ideal approach.
Cheers,
Robert
1 person likes this
KevinM wrote:
Hi Alan,
Unfortunately this wont work for us as we are not using the state actions for hold/off hold. We are using a custom action which is triggering on hold/off hold via the action processor. We were hoping to have a search parameter to search where SLA Stop Clock is triggered or not.
If there is a custom action to call the clock action, why not use this action as a filter in the 'action' tab?
Another way would be to change the clock actions to user status: stop/star clock is to use as already informed as a suggestion.
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