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]

The OOB definition records the start and end time of the 'assigned to' being populated. If the assigned to changes, a new metric is created. 
If that is sufficient for your needs, then no new metric definition is needed

[kiyenyfelix]

Hi Kieran,

The existing metric def does not capture this. How can this be implemented?

[Kieran Anson]

You'd create a new metric definition with the needed script to identify when to create based on the assigned_to population.

'

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'

'

So are you wanting to capture the assigned_to user or the user who did the assignment? as the latter could be different such as a team leader

[Kieran Anson]

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'

'

So are you wanting to capture the assigned_to user or the user who did the assignment? as the latter could be different such as a team leader