Looking for way to identify when a customer or admin updates an incident ticket

Justin Gesling · ‎03-30-2023

Good Morning!

I am looking to have the functionality where any customer or admin update to a ticket creates a flag or updates a field. The "Updated" field is close, however it also takes into consideration when the system updates an incident ticket for whatever reason.

I previously used BMC Remedy, and it had an ability to put an asterisk (was it's own field) on a ticket (viewable in list view) when the above occurred. This way, we can cut through the 1600+ tickets we monitor and see only the tickets where something new is posted from a human source.

Are there any ideas on how to create this? I asked our ServiceNow contracting group to possible re-create the "Updated" field but not allow the system updates to register. I was told this would create too much of a load on the system.

DrewW · ‎03-30-2023

We added the following to the task table

Last Assigned to Update - Shows date/time that the person listed in the assigned to field updated the record interactivly.

BR Condition: gs.isInteractive() && gs.getUserID() == current.getValue("assigned_to")

Script: current.setValue("u_last_assigned_to_update", new GlideDateTime());

Last Interactive Update - Shows the date/time that a person updated the record.

BR Condition: gs.isInteractive()

Script: current.setValue("u_last_interactive_update", new GlideDateTime());

That should allow you to do the reporting you are looking for.

View solution in original post

DrewW · ‎04-07-2023

Google is your friend on this one. A search on how isInteractive works returns a number of KBA's and other posts talking about it. The long and short of it is that you have to use the platform interface to cause the BR's that I suggested to run.

If you are looking for an email to update a record that will need to be part of the inbound action that is triggered for the table and inbound email. Your only other option is to check if the user that is doing the update is not system or guest but a user. And if the update is being done under a user account then update a field. Since emails are processed as the user who sent them that would allow you to update the field. But there are other processes that will run as a user that you may not want to be considered an "Interactive update".

We are only concerned with updates done using the UI so you need to decide what you consider an interactive update.

ricker · ‎03-30-2023

@Justin Gesling,

Field Styles should be able to do this for you. You can script it to determine if last updated by is human or not. You could also use a similar script to filter the list.