Report to check whether the agent (assigned to)has touched their ticket(incident) on particular day

[Nivedha G]

Hi,

    Is it possible to generate a report where it checks whether the agent(assigned to) has touched their ticket on particular day. The updated by and Updated field cannot be used since even when other than assigned to agent make changes then the updated by field will be changed to that User ID. The sys_audit table cannot be used since there are more records and it would be not easy to find the latest update on that ticket. Is there anyways we could check this?

Thanks in advance

[Dr Atul G- LNG]

Hi @Nivedha G 

The report is based on the definition of Touched, meaning the ticket is assigned to a user or the user has worked on it. For example, a ticket assigned to a user but with no work done throughout the day would still be counted as "touched" in this report?

In short, there’s no direct or indirect automated way to see this, unless all records are downloaded and reviewed manually.