Creating an total touched report

[jjarka]

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?

[jjarka]

That is correct.   We are just looking for a subset, Service Desk group, of the touches.  

[Uncle Rob]

If it were me, I'd do it via the time entry module, since it can log a time entry for every save a user makes.

[jjarka]

I will look into that.   I agree and thing that would be very helpful.

[reedwowens · Accepted solution]

Have you looked into using Metrics?   You could only report on modifications after you have set this up but it will work.

1. 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.
   
2. 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.

[Jon M3]

How would you then create a Database View to report on the results for Service Desk touches and being able to filter on by date range?