How to filter incidents that was updated by a specific user?

[Justinas]

Hi Everyone,
I have missed one option under reports in ServiceNow. Does anyone know if it is possible to filter all incidents that was updated in a specific range of time by a specific list of operators?

Now I am using filter:
Updated -> On -> Today -> And
Updated by -> Is one of -> ...

However, updated by does not work as I expected. For example, if i have updated incident today, and after that someone else updates it - that incident will not be included into the report. Updated by field is used only to store the last name of operator who has updated the ticket.

Is there any existing solution or workarount for this?

Thanks,
Justin

[michaelhade]

Unfortunately, the other way to access this data is through the sys_audit table. I would not recommend querying your sys_audit table unless this data is very important and it will only be a one-time query. You could create some metrics to track this data. The metric data will grow very quickly but it would be better than querying the sys_audit table.

Just curious, what's the benefit of tracking this?

[Justinas]

Hi Mike,

This is required by management to track how many tickets were updated/closed per operator per day. Actually I am new to ServiceNow and I am just a basic user, so maybe you could explain in details how could I query sys_audit table or create metrics to track such changes?

Thanks

[jruiz]

We have a similar requirement where we need to be able to track the work our dispatchers perform. Basically, I need a metric for every time "Assigned To" changes. That, along with a report on an OLA we have running will show how often the dispatchers dispatch people and how quickly they do it.

New to this as well, and I still don't know how to code anything.

There's another thread on the forums: Metrics for how many times a Help Desk analyst touches a ticket?? that might be a good way to capture this information, but I really wanted to use metrics instead of throwing this on another table.

[PeterWiles]

Hi Justin,

i use the time worked table which shows an audit of everyone who clicks the update button on a task though i think this only works if you have the "time worked" field on the form.

i think there is an incident specific table for time worked but in currently away from my PC to check.