Report to check Additional comments and worknotes of incident

[raj_b]

Dear All,

We have a requirement to create a report on incident table to find the total number of worknotes and Additional comments attached to each incident.

Is this possible.Please let me know.

Thanks,
Raj

[ashep99]

Add in the update field to the fields and this should be what you are looking for?

[ashep99]

Or create a notification whenthe asdignment group/ user changes on the incident table? I can't help but think either a report or notification is going to create alot of traffic if reporting on all incidents

[Stefan Baldhof1]

Hi Raj,

this can not be achieved OOTB. The "Updates" field doesn't reflect only the updates to "Additional comments" and "Work Notes" as it counts the updates to all fields of the record.

You have to create 1 or 2 custom fields, depending on whether you have to count seperately for each field or for both in one counter. Then add "After insert/update" business rule(s) to increase the counter each time the relevant field is updated. Then you have the data basis for your reporting requirement.

Regards,

Stefan

[Jaspal Singh]

Hi Raj,

You can create a database view as below:

Once done save it & then report on table Journal Entry Case table. This would help you with incident number along with the element (worknotes or comments) that was associated relating to the incident.