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Updating Reports for 'is_hold' - Knowledgebase / Developer & Reporting / Creating Reports - Deskpro Support

Updating Reports for 'is_hold'

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If you have reports that reference is_hold specifically, they must be updated to use the status instead following the change to Pending Status:

     WHERE tickets.is_hold = 1
     WHERE tickets.status = 'pending'

Any time you reference awaiting_agent, you may want to also include pending to maintain the same results as before. (Of course, it might actually be that the proper behaviour you want is not-on-hold tickets but you just didn't think to exclude them before.)

 WHERE tickets.status IN ('awaiting_agent', 'pending')

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