Activities Reporting Using Incident_Metric Table

[Cameilia83]

Hi, 

I am trying to create a report that shows activity within a incident completed by a subset of users between certain times of the day (ie State change, priority change, Change of queue, Assignment of user, work note added etc).

I am trying to do this via the incident_metric table.  Any ideas?

Thank you.

[Mark Manders]

It depends on if you have metric definitions for these changes. There probably are metrics for assignments and state changes, but for priority/work notes there aren't.

What's your use case? It sounds like a very bad case of micro managing, but I  could be wrong. 

There isn't a reportable table that stores all of this. Your audit/history will tell you what happened on the record itself, but it's a very bad practice to report on these tables (too much data). 

If this is a high priority report, you could always create a custom table to catch these kinds of mutations and report on them. OOB, there isn't a way to do this.

[Cameilia83]

Thanks,  not a case of micro managing at all, but allowing groups to understand where their staffing requirements are as part of continuous improvements.  Thanks, will look at database view.

[Ankur Bawiskar · Accepted solution]

@Cameilia83 

yes that's possible with that database view table as it tracks changes to State, Priority, Assignment group

what did you start and where are you stuck?

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