Is there a way to report a count of how many times a user updates a ticket by task type and current assignment group. Not who the ticket is currently assigned to, but the history of who worked on it.

[jtharrison]

I am looking to report on work done by users who might not have opened or closed a ticket, but logged activity on a ticket.   I would like to see this counted by user split by the assignment group and task type.

[gyedwab]

Are you using the Time Worked functionality? If so, an entry would be created every time someone views the form and then updated it... that'd be the easiest way to do it. Otherwise you'd need to set up an incident metric, or -- and this is a bad idea -- try to pull it from the audit logs.

[Brian Dailey1]

Hi Trevor,

Reporting on Time Worked as Guy says is definitely one way.

Another way you can go about it is to use the History Set table [sys_history_set].   This will give you access to updated_by, the record id, the table that was updated (i.e., task type), etc.   You can query on these to generate your report.

Thanks,

-Brian

[jtharrison]

Brian/Guy,

Thanks for the suggestions.

I do not seem to have the necessary privileges to see the sys_history_set table when creating a report.   I am not an admin on the system.   We also do not have Time Worked enabled on our instance. But I can investigate getting it turned on.   Based on what Guy said "If so, an entry would be created every time someone views the form and then updated it... that'd be the easiest way to do it. Otherwise you'd need to set up an incident metric" where could I pull this created entry from?   Updated by only tells me the last person that updated it.

Thanks again,

Trevor

[gyedwab]

Hello Trevor,

If the Time Worked is enabled, then the values would be stored on a table called Time Worked (and you can report on a database view called Incident Time Worked).

Depending on your privileges, you may or may not have access to that table.

If the Metric is defined, you'd find that on the Incident Metric table.