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!

[Jyoti Malhotra]

Hi Atul,

I created one more field that is Ticket Handled BY below the assigned to filed. I'm giving User name User ITIL and with comments. when clicking on save the form after that i want to be User ITIL name should reflect in Activities logs.

[Dr Atul G- LNG]

Hi @Jyoti Malhotra 

You need to understand the fundamentals here, if you update anything on the form, the system will take your name only in the activity log. What you have required means, updates done by you but the name should appear of another user.

[Jyoti Malhotra]

Hi Atul,

I want to be Updated By field name should get change as per name give in Ticket Handled BY field.

I'm trying this by creating After Business Rule via below script.

(function executeRule(current, previous /*null when async*/) {

current.sys_updated_by = current.u_ticket_handled_by;

current.update();

})(current, previous);

[Dr Atul G- LNG]

Hi @Jyoti Malhotra 

The user who will update the record his/her id will come in updated by i.e. OOTB. Not sure why you want handled by name in that, it will come only when the handled by user will update the record. 

[Jyoti Malhotra]

Hi Atul,

Yes l, whatever the update by field captured when update happens in incident form, that field value is coming in activities profile.

So am trying to update  the update by field.

Regards,

Jyoti Malhotra