Filtering out system updates

[joshmorris]

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?

[Mark Manders · Accepted solution]

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.

[Mark Manders · Accepted solution]

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.