Is it possible to report on when a state changed (in the worknotes), not the state itself?

[Joanne Bourgeoi]

Hi,

We'd like to report on when a ticket was moved from Assigned or Queued, to Work In Progress.  We see these updates are categorized as "Field Updates".  We created a db view linking the incident table with the sy_journal_field table, but don't see records for the worknotes categorized as "Field Updates" listed.  We're wondering what table may store those worknote entry types, and if they are reportable?  Should we instead be considering creating an event for that state change and report on that?

[JagjeetSingh]

Hi,

This is how you can do it. OOB metric "Incident state duration" calculates when the ticket was moved from one state to other.

Create your report on "incident_metric" table like below.

Mark my response correct or helpful if it works for you.

[Oleg Bebeshko]

I am Joanne's colleague. Thank you for the reply! We have tried to create the report on "incident_metric" table like on the screenshot. If we assign a ticket back-and-forth between different teams we wan to know in which team it was and how long. Currently it shows only the last team instead separation. Would you be able to help us with this? Thank you!

[JagjeetSingh]

Hello,

To report on duration of assignment group change, you have to use different metrics.

There is OOB metric "Assignment Group" which does the work.

In report change the Definition to "Assignment Group".

Mark my response correct or helpful if it works for you.

[JagjeetSingh]

Hi,

Did you find a solution for this. If yes, please share it here so that others can take help. Also mark my answer correct if that worked.

If not, then let me know if you need any help on this.