How to create a report of all tickets updated by a fulfiller?

[JC S_]

We are trying to measure KPI for our fulfillers and we want to know the number of tickets that they have touched/updated (by commenting or changing any field on the incident form). How can we achieve this kind of report? The updated by field on incident table is just the latest person who updated it, we want to access the historical activity of the ticket then count the unique number of tickets that a fulfiller has ever updated for a certain period of time.

[Dave Smith1]

One place to look would be the SLA timeline, for those tickets with SLAs - see how it changed ownership back and forth.

Are you interested in historical reports, or reports going forwards?   If the latter, then some changes that write time information to an audit log to implement this would be needed - then reports run against those metrics.   I assisted with a government body that had a timer on their tickets so reports could be run this way.

[sunilsafare]

Yes. It will be difficult to pull reports n history of tickets based on your criteria. Either manual(its too much) or write some scripts again based on some criteria given below

1) check if user has updated work notes

var gr = new GlideRecord("sys_journal_field");

gr.addQuery('name','incident');

gr.addQuery('sys_created_by',<user_id of users>);

gr.query();

while(gr.next()){

gs.print("Sys id of incidents work notes updated by users "+gr.element_id);

}

Like this you need to pull the data but i dont think it will give accurate results