Hello Community,
Need your help to trace an update made by system on five incidents. Its not listed in the history section nor in the activity list of these incidents. Any pointers would be helpful to find what exactly the system has updated. Attaching few screenshots.
All fields are selected on the activity log filter but still it doesn't show the above mentioned update.
Even the History list view of the incident doesn't list it.
The Calendar view of the history does show this entry of updated by system but doesn't mention the details of what exactly is updated.
Hello Community,
After researching a bit on community and following some clues from Mark and my colleagues, I found that its due to the 'Inactivity Monitor' which is enabled in my instance for Open P-1 incidents and runs every two hours.
I found that the last updated time is being changed every two hour and the updated by is 'system' for the same set of incidents which are all P1 incidents and not closed ones.
To trace it and confirm this, I looked for the Events under System logs with name 'incident.inactivity' and found there are 5 events with exactly same time stamp as the 'Updated' on the incidents.
To further investigate, I checked details of the events and the sysID mentioned in the instance of each event does match with the sysID of the incidents, which confirms that this is the cause of those updates. One of the incident with same sysID is shown below:
Event Details:
Incident sysID highlighted in the URL:
Although this cleared that who's the culprit, but the question still remains, what exactly it updated? And In the first place, why a monitoring feature would ever update the very same record which it should have JUST monitored?
In fact if you read the Docs it states the reason for this feature is to avoid tasks falling wayside. But if this feature is active and you are using reports to track/chase the tasks/incidents not being updated since x amount of time, by using 'updated' time stamp, then it will mess up that report. So do check the validity of any such report if you see frequent or regular updated by 'system' on tasks/incidents/changes.
The Docs about Inactivity Monitor doesn't state anything about how it function and why it updates the task/incident?
