Reporting on all tickets touched by a user/group

[nmcl]

I'm looking to write a report that details where an individual/team have 'touched' a record.

e.g.   a 3rd line team wants to see all records that they've spent time on.   Whether they did the work and close it, or simply provided advice back to 1st line on how to resolve.

I've looked at the incident metric table but am not getting the expected answer.

Has anyone else created a similar report?

[Dave Smith1]

Kinda curious about your definition of "touched".

Perhaps looking at the users in the activity stream (notes) of the ticket shows who has worked on it.   If someone assigned it to me then assigned it to another user, I won't be seen as a user that's added anything to the notes (but they will).

I may get mentioned in the note content, but I certainly won't have "touched" that record.

[marios_]

In our case "touched" means that someone worked on it and provide some updates in "Work notes" or "Additional comments" and then reasiged incidents to another team.

[Mike Allen]

sys_journal_field holds the journal entries (which is what you really want, I'm guessing) and sys_history_line holds the field changes.   If the requirement is to find all the users who have updated the ticket, maybe sys_journal_field is a better place to start.

[marios_]

I guessing it's also hidden by default, and available only via URI   & sys_journal_field.do

I will do some tests,

Thank you for your help

[vino10191]

Hello Mike,

Good Day.. !!

I could not find sys_history_line and sys_journal_field to sort out my requirement.

My report has to contain all these mentioned terms

1) how many incident have been assigned to a particular group.

2) What is the duration of a ticket in particular incident state and under who ?

I tried with below conditions but couldnt get the proper result . Can you please help me out?