Track user updates over an incident

rafael_merces2 · ‎07-05-2016

Hi all,

I've been reading some posts regarding sys_history_line, sys_history_set and even tried to do a database view on these tables (joining with incident table as well) but without success. Also it is not best pratices to run reports over system tables (sys_audit, for example).

The request here is this: The user wants to know everyone who updated an incident, even if the person was not set on 'assigned to'. Therefore I do not have the metrics for every update (someone can update a ticket just to include a comment).

What would be the best approach? Any suggestions?

Thanks,

Jon Barnes · ‎07-05-2016

for that you can use sys_audit or sys_journal_field, but as you said, it wouldn't be ideal to provide the customer a report on these tables, but if it is a one-off type of thing, you could provide it for them. in either case, if this request is required often, you may want to add an index on the sys_created_by field on either of the tables as that will hold the user_name of the user that made the update...

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rafael_merces2 · ‎07-05-2016

Thanks,

I took a look on "time worked" functionality as well, and I will check which one suits better for this kind of request.

For now much appreciated all the replies on this post.

olliespragg · ‎11-06-2019

Did you get this working as you wanted?

I have just had almost the same request come through from a CIO.

Their service desk is outsourced and their contract is based on number of Incidents actioned, not necessarily resolved.

So even if they don't assign the incident to themselves, he wants to be able to report on it.

Shafiuddin Shai · ‎08-23-2024

Hi olliespragg,

I am currently holding the same kind of scenario to create a report for the number of tickets handled by the Servicedesk team. Please assist me with how you achieved the requirement. I appreciate any help you can provide.

Regards,

Shafi