Aged report based off last comment or note.

[brandon_bakowsk]

I am attempting to get a report for aged cases based off the last time a comment was made on a case, we were previously checking aged cases for cases not receiving an "Update" for 3 days but we want to specifically look for notes and comments instead of the "Updated" field.

Has anyone done this before or know the table where comment data is kept?

[JenniferRah · Accepted solution]

We have a similar case but ours is an SLA we wanted to run based on how long something has gone without comment from a person. What we ended up doing is creating a Date/Time field called "User Comment or Worknote Added". It is updated by a Business Rule that runs when a sys_journal_field entry is inserted or updated that will update this field with the current date/time. Then you can run your report (or, in our case, an SLA) on that field.