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

sheree_kenner · ‎11-22-2024

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 · ‎11-24-2024

You need 2 tools. One is the "is different from" operator. Next, you need to understand that you can't compare assigned to and updated by fields. Assigned To is a reference. Updated By is a system generated string. Thus you need to dotwalk to the Assign To's user_id, which is the only thing that might match Updated By.

When using the "is different from" you MUST express it in the order of Assigned To.User ID - is different from - updated by. If you start with updated by it will filter out the assigned to column and you can't dotwalk through it.

View solution in original post

robertoguer · 4 weeks ago

Hallo @Uncle Rob,
thank you for the suggestion.

Your solution works for Incidents, but I can't set a filter on the report for Tasks.

In the attached screenshots I have replaced the real names (for privacy reasons) and inserted the UserIDs in bold instead

Below the results:

Taking as example SCTASKs assigned to TO7A6, it show both SCTASKs updated by other users and by TO7A6.

Any suggestion?

Uncle Rob · 3 weeks ago

Lets express your conditions in plain english

- active is true AND
- assigned_to is me AND
- assigned_to.user_id is different than the updated_by

I would expect this to gather all of YOUR active incidents that were updated by someone else. That's explicitly what you're asking for.

robertoguer · 3 weeks ago

Hi Uncle Rob,
I can confirm that it works properly for Incidents.

Unfortunately, it doesn't work for SCTASKs