Reporting on activity log

[BK9]

Hello,

Has there been any leeway with the ability to report on the activity log of a ticket. For example, I would like to condition the data and time that any field was changed in a request and display what the change was. Simply I need to report on the history of the ticket. Thank you.

[Uncle Rob]

Hey Brent, when we doing lunch?

So the first question is this:   MUST this be in aggregate or is it something we do occasionally ticket by ticket?

If its the latter case, then you can use the right-click-->history options.   When you use History List vs Calendar, you can even filter down the actual fields so you only get the one you're interested in.

If you're doing it in aggregate you have to realize you're querying a preposterously huge data set.   It may be a better option to figure out what you *really*absolutely* need to track changes on, and then make Metric Definitions to capture the event.

[BK9]

Hi Robert,

Anytime...

These are older(very) request and beyond metric definitions. I'm looking to get some value out of a report for these request. My hope was that there was some leeway in getting access to this data safely.

[carlh]

Hi Robert and Brent, wondering if you ever did anything here...

I have a scenario caused by bad design.

We created our own "Escalation" process and it works but I can't report on it.

We have a field called "Request Team Escalation" and if the help desk needs to escalate to System Admins or Network team, they enter the name of the group in that field.   (References Groups)   A notification goes out and a member of the group will accept or reject the escalation.   If rejected, the Assignment group doesn't change and the Request Team Escalation field is cleared.

With that, I can't report on how many incidents were escalated, how many were accepted, how many were rejected.

My hope, just to clean up, and have some history was to figure out a report from the history.     From there I need to come up with a way to copy the values to a new field before they get cleared by the business rule we have in place.

Any ideas would be appreciated

Thanks

Carl

[Uncle Rob]

Fixing that in arrears is going to be difficult.

If you want reporting on something like that you either have to build a Metric Definition (to capture a reportable record each time it happens), and/or the super sweet Performance Analytics package.