How can I create a filter for all tickets I have touched today?
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10-03-2016 08:17 AM
I work on a service desk. Sometimes I will see tickets submitted via self-service, and I may add a work note, or reassign the ticket to Tier 2. Later in the day someone asks about an issue and I realize that ticket concerned that issue, and my boss might want the ticket number so we can track the issue. Using the standard "Incident - Assigned to Me" or "Incident Opened by Me" filters does not work, since neither of those apply in this case. I would like a filter that will bring up all the tickets I opened, or added notes to, or reassigned during the current day, active or not. I did not really see anything in the standard filter options that would do what I wanted.
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10-03-2016 08:49 AM
It's a tough one. You can go by the "updated by", but it will only work if your the last one making an update to the ticket. Otherwise it wont show either. You can history on all records and there are tables saving that, but my guess they are pretty big and not the best tables to query a lot because of the amount of records.
Another way might be to start "tagging" the records you touch with a specific tag that has both date and your identifier in it and the filter on that.
Would be nice to see if anyone else got any ideas on this.
ctomasi perhaps or pradeepksharma ?
//Göran
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10-03-2016 08:52 AM
I've been giving this some thought also and run in to the same thought as Goran. If you made the latest update, then you can query by "Updated by | is (dynamic) | Me", but if someone else made an update after you, then it's not going to work.
The other other thing I can think of is to employ metrics and then query the metrics table for your records.
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10-04-2016 06:20 AM
I think tagging might be the way to go. . I am going to try it and see what kind of volume it produces, but this is simple and easy to filter.
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10-03-2016 08:50 AM
Based on your condition, you need to check what are all incidents you updated then,
updated by --> is --> your name and
updated --> on --> mention the date or yesterday date
This search criteria will give, what are all incidents you updated on that date.
