How to get the initial state of an Incident at the time of creation..?

[dattanarend]

Hi all,

I’m working on an Incident metrics report and I need to include the initial state of the Incident at the time it was created.

For example, I want to know whether the ticket was first created in New, On Hold, In Progress, etc. I only need the very first state when the record was inserted, not the current state.

Is there any out-of-the-box way to retrieve this initial state (e.g., via audit/history tables or a specific field),
suggest the recommended approach, what is the best practice to implement this?

Thanks in advance for your guidance! 

[Ankur Bawiskar · Accepted solution]

@dattanarend 

you can check sys_audit table and it will tell you the initial value

old value is the previous value and new value is the value it changed to

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar · Accepted solution]

@dattanarend 

you can check sys_audit table and it will tell you the initial value

old value is the previous value and new value is the value it changed to

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@dattanarend 

Hope you are doing good.

Did my reply answer your question?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[dattanarend]

HI @Ankur Bawiskar 
Thank you for the response. However, I'm still facing an issue retrieving data from the audit table the tickets are not loading as expected.

[Ankur Bawiskar]

@dattanarend 

what's not loading?

share screenshots.