Report to show updates by someone other than the Assigned To and System

[sheree_kenner]

Hello all,

I used to have a report at a different company that would show the Assigned To all ticket updates made by someone other than themselves or system, so they'd know an update arrived and needs to be reviewed. 

I've tried multiple ways but cannot seem to reproduce the report. Any ideas?

Thanks,
Sheree

[Uncle Rob]

You're not wrong.  If you're querying a field value, you can only query what it is RIGHT NOW.  
That's not just how Updated By works... its how all fields everywhere work.

If you wanted to do query all updates, by anyone, ever on a task, you'd have to use something like Metric Definitions to run against the Updated By field.... but I wouldn't recommend that unless your reason for doing so was absolutely business critical.  You'd have a preposterously large table in no time.

[sheree_kenner]

We were instructed to use the following table:

And "All>User Active = true>User is not empty" and it's providing the correct results. 

We also get more detailed reporting by task # and day of week off of:
Table: Time Card [time_card]

Selected columns:

Hope this helps someone else.

[sheree_kenner]

Yep - that's why we're looking for the sys_audit type data of any notation of a record being updated by x team member. We want to be able to do it by manager or team, so it filters out anything that's unrelated like system or external client updates. Filtering out via all of the exceptions just isn't feasible for large amounts of data. I'll keep pursuing. Thanks!

[Uncle Rob]

You could swap the first condition for Assigned_To.email if your updated /created by fields are storing emails instead of id's

[sheree_kenner]

Thank you for your replies. That's what I've asked our devs to do. If it's a known user in SN, store it as their User Name like they do with Assigned To's. Otherwise, store as email if it's an external email address. Not sure how else to accomplish what we need. We want to know how many Assigned To, Updated By, Resolved By, and Closed By for each person who touches a record.

We have a ton of filtering to do to try and figure out how many updates folks made to their records with the way it is now.