I need a query that will tell me who is 'working' our incoming email. When email is received an incident is created by user 'SA' in the 'mail' process. The incident has an automatic initial assignment to the 'SD1' group. Pulling those is simple. The difficult part is figuring out who 'worked' that ticket. Once the ticket is first opened, the required field 'category' is not filled in, so in order to 'work' the ticket, the analyst must select a category. So, my thought is - if I can pull who set the category then I know who 'worked' the ticket. However, I don't think that is stored. Therefore, do I need to rely on the minimum assignment date and/or minimum notes date in order to determine who is reading through and updating/assigning income email tickets? Or, is there an easier or more accurate place to find a minimum date and the analysts who did something to that ticket on that minimum date?
If I can't pull what I need from query designer, then I'm OK with using Crystal Reports. I'm also comfortable with writing a command (sql) in Crystal if that's what I'll need to do.
What I'm really looking for is an idea of what tables/fields I should query in order to find who touched a ticket after the initial assignment was made.