Ticket last updated with Additional Comments

[riaz_mansuri]

Hi,

I am hoping someone can help. We would like to run checks on and report on when tickets were last added Additional Comments.

The "Last Updated" is not what I need as it shows the last time any field was updated. I am interested in knowing when the assigned engineer last added an Additional Comment to update the Affected User. 

Things such as:

- No Additional Comment left for last 3 days

- Additional Comment left in last 1 days 

Etc etc....

Anyone help?

Thank you in advance. 

[Tony Chatfield1]

Hi, I don't believe this is deliverable OOB unless you resort to querying\reporting on audit\history data and this is not be recommended as as it can result in degraded platform performance.
One solution would be to set a custom date\time field on your task every time the comments are updated and then use this field in resetable SLA/OLA definitions to track your updates.
Alternately you could also create a custom metric definition to record when the additional comments are updated, but the SLA based solution also allows you to use the OOB functionality like warning and breach sysevents to send notifications as the SLA progresses.

[Mark Manders]

Hi Riaz,

Reporting on the sys_history_line table looks like your only solution on this. I've used this article to report on changes to cases instead of CMDB (just changed the tables). On the report you could add conditions for the fields you need. Do know that this is done by a schedule and not 'real life' reporting, since the history table is build when it's accessed, but it should give some indication.

And for 'one day' you could use the 'updated before yesterday' option, since no update means that the comments aren't updated for sure. 

And if your setup sends emails on comments added, you could also try querying the email table for your purpose. 

If my answer helped you in any way, please then mark it as helpful.

Mark

[Leng09]

Hi Riaz,

May i check if you have a solution for this already?