Addition of Acknowledged by field to Incident form

[kiyenyfelix]

WE have created a field for acknowledged by in the incident form.
We would like the field capture the name of the person who acknowledged the ticket first

[Kieran Anson]

This is an interesting customisation? What value is this field going to drive? reporting?

And in terms of populating it, on what condition is an incident considered 'acknowledged'

[kiyenyfelix]

Hi Kieran, This is for reporting purposes. The incident is considered acknowledged once someone assigns it. Acknowledged by will populated the user who first assigned the ticket or the first user who acted on the ticket that is by assigning

[Kieran Anson]

Rather than using a custom field, have you looked into using a metric definition. This would allow you to record the value based on your criteria.

[kiyenyfelix]

Thanks Kieran for the feedback, so do i use the OOB assigned to metric for Incident or I create a new metric?