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02-29-2016 06:18 AM
I have been asked by the Service Coordinator to create a report that shows the total number times a Service Desk person has updated an Incident or a request. Any ideas or suggestion how I would go about doing that? Would I use the audit table? Are there any other suggestions or directions I can take in creating this report?
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03-10-2016 02:39 PM
Have you looked into using Metrics? You could only report on modifications after you have set this up but it will work.
- Create a new Metric Definition and name it Track Updates. Here is a screenshot. Make sure you have on the Incident Table, Field is Updated.
- Create a Business Rule on the Incident Table.
On the Advanced tab enter the following script:
(function executeRule(current, previous /*null when async*/) {
var definition = new GlideRecord('metric_definition');
definition.addQuery('name','=','Track Updates');
definition.query();
if (definition.next()) {
var mi = new MetricInstance(definition, current);
var gr = mi.getNewRecord();
gr.field_value = current.sys_updated_by;
gr.field = null;
gr.calculation_complete = true;
gr.insert();
}
})(current, previous);
Now on every update a new metric instance is created with the name of the person who made the change. You can not use the normal reporting you do for metrics to report on who changed, how many times, etc.

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02-29-2016 06:25 AM
What's the goal of this type of report? Are you trying to figure out how many people touched a specific incident or how many incidents an individual updates on average?
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02-29-2016 06:32 AM
The goal of the report is to find out how many times employee A updated a record of any sort. i.e., created ticket, added comments, changed assignment group, updated ticket status, resolved the issue... I personally don't find benefit in this type of report, I would prefer to use a combination of MTTR and number of reassigns to identify issues, but that is what the manager is demanding as he want to see the total number of "touches", as he is defining it to a ticket from his team.

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02-29-2016 06:34 AM
Hi Jeff,
You could technically grab some of this data by reporting on the history table, but reporting on that table isn't recommended and could affect your instance's performance. You're probably best off setting up a metric to capture this data in future.
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02-29-2016 06:36 AM
Yes, I have heard that comment "Don't report off the History table" comment before. If I set the metric up would I set it up using the History table? I have also heard that there is an audit table, would that be better to use?