HelpDesk filter for tickets without activity since specific time (e.g. a week)

Lukas Schreiber


we would like to filter for all tickets which has not been updated since a specific time, in our case one week would be perfect.

So it should list all tickets if there wasn't any changes / modifications within the last week. So we try to get the information regarding "dead" tickets which are just idling.

I have tried to use the field __last_update but I don't understand when and how exactly this date will be changed because I have found that this is a "magic field".

And what's the difference between last_update and last_modified? I think those are the same, because last_modified is referring to last_update.

So are there any reliable fields or functions I could use to implement this?

Best regards.