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.

[Ankur Bawiskar]

@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.

[joshmorris]

Would I use a business rule to do that?

[Ankur Bawiskar · Accepted solution]

@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.

[Dr Atul G- LNG]

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