Jason - Thanks I was looking at that as a potential option too. Of course the challenge with the work logs is licensing related issues. I definitely want to make sure I don't kill all the functionality designed around the work logs with workflow forcing updates. One thing I was looking at for the escalation route is so the users can see quickly the last time the ticket was updated, which can be used in the out of box consoles easily. I may be able to use a display only field for that and do a join for backend reporting though.
Brian ________________________________ From: ARSList <arslist-boun...@arslist.org> on behalf of Jason Miller <jason.mil...@gmail.com> Sent: Tuesday, May 29, 2018 1:55:52 PM To: ARSList Subject: Re: Incident Last Updated I have seen these type of reports written against a join of HPD:WorkLog and HPD:HelpDesk. This way you do not need to modify any data (and in-turn you don't update the last modified date) like you would with an escalation. Jason On Tue, May 29, 2018 at 11:52 AM, Brian Pancia <panc...@finityit.com<mailto:panc...@finityit.com>> wrote: I'm looking at including the last date a ticket was updated either directly or through a work log entry. My initial thought is to create an escalation that checks to see if the work log entry submit date is greater than the ticket last modified date and then update the ticket with that date and user in the last modified fields. The goal is to be able to easily report on how many days since the ticket was updated. I'm sure this has come up 1000 times. Has anyone come up with other cool alternative methods? Thanks, Brian DISCLAIMER: The information contained in this e-mail and its attachments contain confidential information belonging to the sender, which is legally privileged. The information is intended only for the use of the recipient(s) named above. If you are not the intended recipient, you are notified that any disclosure, copying, distribution or action in reliance upon the contents of the information transmitted is strictly prohibited. If you have received this information in error, please delete it immediately. -- ARSList mailing list ARSList@arslist.org<mailto:ARSList@arslist.org> https://mailman.rrr.se/cgi/listinfo/arslist DISCLAIMER: The information contained in this e-mail and its attachments contain confidential information belonging to the sender, which is legally privileged. The information is intended only for the use of the recipient(s) named above. If you are not the intended recipient, you are notified that any disclosure, copying, distribution or action in reliance upon the contents of the information transmitted is strictly prohibited. If you have received this information in error, please delete it immediately.
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