want to be that engineer name should be reflected in activities filed and with timings

[Jyoti Malhotra]

Hi Team,

When we assign ticket to any engineer, i want to be that engineer name should be reflected in activities filed and with timings, like since how many hours this ticket assigned to that Engineer.

Please help me with this query.

Thanks!

[Dr Atul G- LNG]

Hi @Jyoti Malhotra 

Let me try to explain:

If the Handled by user update the record and save as well and after that page will be reload, then the updated by field will be get updated and also logs will contains the name of that user, it is OOTB only.

[Jyoti Malhotra]

Hi Atul,

If I'm assigning the name "User ITIL"  in field "Ticket Handled By". I want to capture the assigned name in activity log  after save the incident.

Is that possible via Field Mapping configuration?

Thanks

JM

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[Dr Atul G- LNG]

Hi @Jyoti Malhotra 

If i understood, correctly now, after adding name in Ticket Handled you want  that should appear in logs like

Ticket Handler New : ITIL User

Ticket Handler New : Empty

In this case you need to add this fied in audit logs like we have other fields on incident table

[Jyoti Malhotra]

Hi Atul,

Yes, If I'm giving name as User ITIL in "Ticket Handled By" Field. 

It should be capture in Activities log. 

Is it possible via Field Mapping Configuration. If yes, How?

Thanks

JM

[Dr Atul G- LNG · Accepted solution]

Hi @Jyoti Malhotra 

you can do like this

move handled by to right side