Reporting On Hold Reason

[Llyr]

Hi,

Im looking to run reports on all the calls we have on Hold, seeing how long they have been on hold, and against what service, and other information.

But one thing im not able to pull out is the reason a ticket has been put on hold, does anyone know where this is store and how i can get it please.

 

[Jim]

Looking at the payload when placing on hold, it appears to just be a timeline update that the reason gets sent to so you would be looking at h_buz_activities for that, Which I believe Hornbill say is not optimised for reporting etc

But you could still use it for example and build on it further as you wish

SELECT * FROM h_buz_activities
where h_type = 'Hold'

 

[Llyr]

@Jim thanks for this, i will look at this.

 

[Steve Giller]

11 minutes ago, Llyr said:

But one thing im not able to pull out is the reason a ticket has been put on hold

If this is something you want to report on, then having specific sub-statuses would be the best way forward here.
As Jim mentions, the most likely outcome of attempting to use any of the h_buz* tables in report is that the report times out and returns no data.