Audit if someone just opens a ticket

[Brian Lancaster]

Is there a way to have an audit record if someone just opens a incident or request / task?

[bernyalvarado]

Hi Brian, it's automatically setup to fire for all tables and all the data is within the event table.

Go to the following link using your instance url

https://yourinstanceurlgoeshere/sysevent_list.do?sysparm_query=name%3Duser.view

I believe the event table has a retention of the data for the past 3 days so if you want to report or need to do any query for data past 3 days, then you can write an onAfter Business Rule which grabs this data and stores it on a custom table where you can keep a longer retention of each time a record was viewed. Through that same business rule you could filter down the user.view events to only those table that you're interested on using the table field.

Thanks,

Berny

[surya123]

HI Berny,

I created a BR on sysevent table when an user.view event is inserted for incident table and through that i want to update a field on incident. But it dont work. Any idea why it would not?

var gr = new GlideRecord('incident');
gr.addQuery('sys_id',current.instance);
gr.addQuery('assigned_to',current.user_id);
gr.query();
if(gr.next())
{
gr.u_viewed= true;
gr.update();
}

[Community Alums]

This doesn't seem to work when user view tickets on the Customer Portal. Any thoughts on how I can capture users with snc_external role viewing tickets on the Customer Portal?

Thanks,
Arun