Based on Work Notes update and User , need to generate the report for that particular user

[Prabhu6]

Example:

One user worked on the ticket and put some work notes.. later the ticket was assigned to a different user or a different group.

I want to track that data based on work notes and User name. ( Condition: if the X user puts the work notes, I want those ticket nums)

Can anyone help on this?

[Bert_c1 · Accepted solution]

Hi,

you can query the 'sys_journal_field' table, by 'name' (table name), 'element' (field name "work_notes") and then 'sys_created_by' (User's 'user_name').

[Prabhu6]

Dear Expert,

I need your help on the below example:. This time, I want to generate the report based on "Assigned To"

I need the ticket when the scenario is called in this.

Example: One ticket was "assigned to" Me. After reviewing that( I didn't put any notes), I moved to a different team or another team member in my team.. I want to track those tickets as well. Could you please help?

[Bert_c1]

You can look at the audit history for that, the 'incident' table has that. But reporting on that (audit records) is not good. So if you have a requirement to track certain field changes on a table, you can create a table for that, and use a Business Rule with logic to create records there when interesting table fields change. then report on that table. If I understand you right.

[Prabhu6]

Thanks a lot,