Using metric to track updates in the comment section?

[sanna3]

I want to track whenever we give users feedback in a ticket. The problem is that the most reliable field to track would be the comment section, or sys_audit.

The reason I want to do this because we want to track every ticket where the user has not been given feedback within a certain amount of time.

Since I am hesitant to involve sys_audit I was thinking that maybe I could create a report that tracks every time a ticket is "updated" but were there has been no changes within all the other fileds in a ticket; like Status, Assigned Group and so on. But I dont know if this is possible by using a metric.

I was thinking the report would look something like this:

Active = true

Updated = true

(metric from "User wants feedback" to "status has been changed") Status = false

I am sure people has had these type of problems before regarding the comment section, so if there is any other solution I might use that would be great as well!

Also, Im sorry if this post is in the wrong section/forum!

[Gaurav Bajaj]

Hi Sanna,

You can achieve it in 2 ways,

1.

a) Create a metrics definition with the field "Additional Comments" or "Comments & work notes" or which field where you are storing comments.

b) Report on the metrics instance with same definition filter and query data.

2. The comment field is a journal one which gets stored in the sys_journal_field table. You can create a database view of your ticket table and journal table on comments field.

This will also provide you the data.

Thanks

Gaurav

[sanna3]

Thank you for your answer, Gaurav!

The problem i s that the notes in which we track wether or not the user/customer has gotten feedback ii from this field:

And i have been told that the table where the information from that field are stored is too big to run any reports on.

I do wonder if it is possible to do a metric on that field without causing performance issues. Another problem with that is that it has to only report on the notes which are visible to the user/customer.

[Gaurav Bajaj]

Hi Sanna,

This one would do then,

a) Create a metrics definition with the field "Additional Comments" or which field where you are storing comments.

b) Report on the metrics instance with same definition filter and query data.(apply all required filters)