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.

[amacqueen]

This any good Sam?

[Sam Ogden]

Hi Angus,

Thanks for the above.   I had tried this, but it does not achieve what we are after as we have several logs where the users last update is more than 7 days ago, but the system has updated within the last 7 days.   With your example setup, these logs will not appear as it hits the condition of updated by is not system as updated by field only has the last updated user.   If we remove this condition it still does not appear as updated captures the last update which was by the system within 7 days.

We need the report to show all logs that have not been updated by a user within the last 7 days, so I some how need to get the report to not look any updates by the system.   I'm not sure if this is something we can achieve with a normal report, or if we need to create some kind of metric or add a custom field?

I was hoping someone may have already achieved something similar and could point me in the best direction

Any help is greatly appreciated

Thanks

Sam

[Meenal Gharat]

Hi samogden,

I'm stuck with the similar requirement. Did you find any solution ?

Thanks and Reagrds,

Meenal

[Sam Ogden]

Hi Meenal,

I have since left the organisation where we created this report, but from memory I think we ended up creating a new date/time field on the incident table which updated every time a user added a worknote/additional comment on the incident - we were only really interested in journal updates.

We then ran the report against this field.

Hope this helps

Thanks

Sam

[Harsha Pandey]

Hi Meenal,

Did you get any solution to this?

Thanks,

Harsha