Can we track frequency of updates in the comments seection ?

[NemilS]

Hi Team,

*This is my first post, so sorry if I ask something not so intelligent* 

We are looking to monitor performance of our managed service provider, and as part of KPI, we want to track how frequently incidents are being updated in the work notes - is there anyway we could track a vendor's frequency of adding updates to the ticket ? Like say every two hours, every 1 hour, etc based on incident priorities ? 

[GopikaP · Accepted solution]

Hi @NemilS , you can check the 'sys_journal_field' table and query it against the sys_id of your incident. Like this - 

[GopikaP · Accepted solution]

Hi @NemilS , you can check the 'sys_journal_field' table and query it against the sys_id of your incident. Like this - 

[Dr Atul G- LNG · Accepted solution]

Hi @NemilS 

As @GopikaP , said You can see the details in the journal field, but if you're looking for a specific way to track who updated the comments, you need to add a condition to filter the updates. Try checking in the list view, and if everything looks good, you can create a report based on it.