Filtering out system updates

joshmorris
Tera Guru

Hi all,

 

Im trying to create a report for the service desk that shows tickets not updated in 7 days. However the system updates count as an update so it isnt accurate. Is there any way to just do it when the user updates the ticket?

2 ACCEPTED SOLUTIONS

Mark Manders
Mega Patron

That will only work if you create a custom field to capture that. Because 'updated' is simply that: when was it updated and it doesn't check on who updated it.

A simple flow or after BR could do this for you: create a date/time field (u_updated_by_user) and update it to the sys_updated date/time if updated_by != system (or any other user you don't want to see updates from). You can then report on your custom field.


Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

View solution in original post

@joshmorris 

yes before update business rule

Condition: 

current.sys_updated_by != 'system' && gs.getSession().isInteractive()

Script:

current.u_updated_time = new GlideDateTime();

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader

View solution in original post

5 REPLIES 5

Ankur Bawiskar
Tera Patron
Tera Patron

@joshmorris 

You can create a custom date/time field and update it only when some user updates and not system user

then you can use that field for reporting purpose.

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader

Would I use a business rule to do that?

@joshmorris 

yes before update business rule

Condition: 

current.sys_updated_by != 'system' && gs.getSession().isInteractive()

Script:

current.u_updated_time = new GlideDateTime();

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader

Dr Atul G- LNG
Tera Patron
Tera Patron

Yes, that’s true. You need to add some configuration updates, but it’s not system-driven like that. @joshmorris 

 

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