How do you look up how many tickets a person has updated?

[#1]

I thought this sounded easy until I started trying to nail down a solution. Our business wants to know how we can look at a person's name and see all the incidents they've updated. We don't care if it's the last person who updated the ticket, we want to know if they EVER updated that ticket.

I know there's an Activity area of the incident with names every time it gets updated. I thought this would be a good bet but I couldn't find that variable to search from off the INC table. I also didn't find it in the incident fact table.

How would you quickly look up all incidents a person updated?

[CapaJC]

Someone may have a more clever solution, but to my knowledge sys_audit is the only place you'll find that information, and it wouldn't be quick. Queries against sys_audit would have to be done one Incident at a time using the sys_id of each Incident, which is stored in the documentkey column of sys_audit, and looking for sys_audit records where sys_created_by is the username of the person you're interested in.

If the query returns any records, that person updated the Incident.

But that's not all, since inserts aren't audited by default. You'd then look at the sys_created_by of the Incident itself to see if the person created it. Come to think of it, do that before querying sys_audit. If they created the Incident, you're done for that Incident.

[Garrick]

CapaJC is correct. Right now, the common approach seems to be either define a metric or create a separate table and a BR that updates this table with basic info, like #, who updated and date. (Here's another person asking as well: Metrics for how many times a Help Desk analyst touches a ticket??)

[dotika]

This seems like something you should be able to do using report. You should be able to set filter to give you a list of all the ticket a person have updated.

[Tim Deniston]

Couldn't you just report on the Incident Time Worked (incident_time_worked) table? I just ran a report with these parameters:

Type: List
Table: Incident Time Worked [incident_time_worked]
Group by: -- None --
Columns Selected: Number, Short Description, Created by(twtable_sys_created_by)
Filter and Order: Created(twtable_sys_created_on) > on > Today

This returned a list of every incident update today. It took a while, but it worked.