Incident History Related

krk3 · ‎06-27-2016

Hello Team

I have a requirement to see how many times a ticket (Inc/Problem or Change) has undergone the Priority changes, in a report format.

Eg: If a ticket is raised as P 2 and then lowered to P 3 and then after sometime it has been escalated as P 1.

How do i get that ?

In Remedy I have a Action Log where the history is captured,if I am not wrong.

Can anyone help from which table or how to get that report ?

Thanks in advance.

sunilsafare · ‎06-27-2016

Hi Ravi,

In Snow also we have activity log where we can see all the history related to the record. Please find the below link for more details.

Thanks,

Sunil Safare

Deepa Srivastav · ‎06-27-2016

You may find below links helpful.

Mark Correct if it solved your issue or hit Like and Helpful if you find my response worthy.

Thanks,
Deepa

Pradeep Sharma · ‎06-27-2016

Hi Ravi,

You should be able to report this via Metrics. Check few of them defined OOTB on incident_metric table.