Overview

A user might be looking to create a report based on the ticket assignee and is looking for information on which table and column should be used to identify the staff user assigned to the ticket.

Information

The KQL table storing the ticket information is called 'Tickets' and the column for the ticket assignee is 'Owner'. Thus, one would need to use the 'Tickets.Owner' column in the report to work with the ticket assignee.

For instance, below are a couple of examples of using the ticket assignee/owner in a report.

• The query below will display all open tickets grouped by owner.
  

  SELECT 'Tickets.Ticket Mask ID', 'Tickets.Department', 'Tickets.Status' 
  FROM 'Tickets' 
  WHERE 'Tickets.Status' = 'Open' MULTIGROUP BY 'Tickets.Owner'
  

• The query below displays all Open tickets where the ticket owner is John Smith.
  

  SELECT 'Tickets.Ticket Mask ID', 'Tickets.Department', 'Tickets.Status' 
  FROM 'Tickets' 
  WHERE 'Tickets.Status' = 'Open' AND 'Tickets.Owner' = 'John Smith'

For more information on the tables/columns available for Kayako Classic reports, refer to Introduction to Kayako Query Language (KQL)