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!

[Mark Manders]

Why? What is this information on the ticket going to do for you? 

There are 'assigned to' metrics in the system that make it reportable. You can add 'assigned to' as field to be included in the activity flow, which will already have the timestamp when that was done. 

[Dr Atul G- LNG]

Hi @Jyoti Malhotra 

There are 2 points in your statement

- To add the assigned to in activity logs. 

- 2nd how much time a agent keeps the ticket, for this you need to create the metric on Assigned To and then create DB view with Inc table and then create a report.

[Jyoti Malhotra]

Hi Atul,

Thank you! for replying.

Yes, I want that  Engineer name should be reflect in Activities logs to whom ticket is assigned. At the place of my name 

[Dr Atul G- LNG]

Hi @Jyoti Malhotra 

The screenshot you shared indicates that you added some comments in the Incident record and i.e. reason it is showing your name. Any user who comments, his/her name will come in activities.