The call history pane in Helpdesk is populated by retrieving data from a number of different tables at runtime. The data is not stored in a ‘Call History Table’. In Helpdesk 7.1 onwards a new standard report is provided which displays the call history data using a database view.
I have attached the report and the view. Both the database view and report should work on your version but may require some small changes. You will need to set the data locations on the call history report before you are able to use it. The following article explains how to do this:
Call History.rpt.zip 78.5 K
1 of 1 people found this helpful
Provided SQL view and Call History report from a later version of Helpdesk which allows customers to see all the tables in the database which are used by the Audit Trail.
Sorry for the delay in replying.
Thanks for the view sql. That explains why I couldn't find the info in one place.
One thing that the view does not have is Call STATUS Change. Can you help me with where these are recorded ?
Helpdesk does not store a history of when a call changes status (changing the status using the dropwdown list on the call details window). It will only show if a call is created, resolved, re-opened, or closed (actions performed using the call tree to change the status of a call)
This would be possible with bespoke work. Please contact your account manager if bespoke work is required.
Would you kindly send me as a matter of urgency, the view for the SupportCentre v6.7 which displays within the Call History pane the following:
Date - Time - Action - User - Group
Thanks and regards