Report on Incident worknotes to show last updated by the user

[Shree Nag]

Hello,

We have a report that is very simple. Captures all incidents with certain phrase updated by the user.

It displays which user updated the incident with that phrase.

When the incident is in Open state, the report shows, the user's name, when the phrase is put in by the user.

but when the incident goes to closed state, the report shows updated by " system".

I want to capture the user's name who updated the work notes with the phrase, even when the incident closes.

The report 's source is a view between incident table and sys_journal_field.

Appreciate any pointers and inputs.

-Thanks

[Brian Lancaster]

If your are doing a view between incident table and sys_journal_field you need to make sure you are showing the updated by in the report from the sys_journal_field table. Sounds like you are showing the one from the incident table which will be the last person who made an update. In the case of the incident moving to closed that would be the system. When you add the columns to the report you should see updated by (sys_journal_fileds). That would be the one you want.

[Shree Nag]

Hello Brian,

Thanks for replying.

 I have "group by" as "Updated by".

Any user can enter the phrase. I need to capture the name of the user. Earlier to "closing" of the incident, the report displays the username who updated the incident with that phrase.

After closing it shows "System".

[Brian Lancaster]

Again if you are using the updated by of the incident it will always show the last things that updated it. The updated by field only displays the user id. You could add the user table to view to display the name but you have to associate with the correct updated by and in this case you want to make sure you are using the updated by from the sys_journal_fileds instead of the updated by on the incident table.