report that queries the incident table for the number of times an individual has touched a ticket

[brianclayto]

I need to build a report that queries the incident table for the number of times an individual has touched a ticket. I would like to use the dynamic @ME variable in the build of that report.  I dont want to count assigned to.  I want to count how many tickets an individual interacted with over a specified of time.

[SuyashJ41731830]

Hi
@brianclayto 

1. Use the sys_journal_field table

This table records work notes, comments, and other journal entries.

• Table: sys_journal_field

• Field to filter on: name = incident

• Filter by: sys_created_by = @ME (to get user interactions)

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2. Create a New Report

1. Go to Reports > View / Run

2. Click Create a report

3. Set the following:

   • Source type: Table

   • Table: Journal Field [sys_journal_field]

   • Type: Bar Chart (or list, depending on preference)

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3. Set Report Filters

Name is Incident
Sys Created By is @ME
Sys Created On is on or after Last 30 days (or choose your time frame)

4. Configure the Report Grouping

To count unique interactions per ticket:

• Group by: Element ID (this is the incident record)

• Aggregation: Count

To see overall activity per person:

• Group by: Sys Created By

• Aggregation: Count

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5. (Optional) Join with Incident Table

To add context like ticket number, you could create a Database View that joins incident with sys_journal_field.

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Alternate: Use sys_audit for Field Changes

If you want to track changes like updates (e.g., status changes, description edits), use the sys_audit table instead.

• Table: sys_audit

• Filter:

  • Table = Incident

  • Sys Created By = @ME

  • Sys Created On = last 30 days

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Interpreting the Data

• Each row = an interaction (journal entry or field change)

• Use grouping/aggregation to get total interactions per ticket or per user
  
  If my response helped please mark it correct
  
  Thanks, and Regards,
  Suyash

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[rberninim]

I'm looking exactly the same but for CTASK to build a Dashboard under the Platform Analytics, unfortunately the mentioned table Table: Journal Field [sys_journal_field] does not exist, which other table can be used to achieve this metric?