Report to show incidents not updated in 7 days (excluding system updates)

[Sam Ogden]

Hi All,

I have a requirement to create a report that gives a list of all the incidents that have not been updated in the last 7 days.   The issue we are having is the system updates the SLA and causes many logs not to appear in the report.

Is there a way to create such a report to list all incidents that have not been update in the last 7 days which excludes any system updates?

Any help is greatly appreciated.

Thanks

Sam

P.S we are on Helsinki patch 11 - soon to be patch 12 and do not currently have performance analytics.

[rajmasurkar]

Hi Sam,

Why don't you add condition pdated by is not system

Raj

[Sam Ogden]

Hi Rajmasurkar,

Thanks for the above.   As updated_by only holds the last update and not a history of people that have updated then it does not achieve what we need.

Current report is set as below on the incident table:

An example of a log that does not appear in the current setup.   The log was last updates by a user on 16-10-2017, but the system has then made multiple updates for the SLA from 17/10 till 29/10.   Due to these system updates it does not meet the criteria of the current report.   If I add a condition of updated_by is not System it still would not meet the conditons.

I hope this helps show the issue we are having

Thanks

Sam

[preddy]

Hi Sam,

Write Condition like below screen shot in Report..

[Sam Ogden]

Hi Pavan,

Thanks for the above.   We currently have such a condition in the report.   As can been seen in the screenshots from my reply to Rajmasurkar the issue we have is we have logs that an individual has not updated for over 7 days, but the system has updated within the 7 days which then causes it to not be picked up on our report.

Thanks

Sam