As far as I remember the OOTB filters cut a "Diary Entry Update" on Status changes. However, I just checked some old tickets and do not see these entries. So perhaps there was a configuration option for this or perhaps what I remembered was not OOTB. There is also an Audit log which is also textual but on different records. That also had to have some configuration setting because I currently see no audits on a bunch of tickets. Then again, this is an old system that I do not often bring up.
I am also not sure about assignment changes but I suspect it did as well. These entries (either in the diary field or the audit records) have consistent text, so it is possible to process these and then either cut records or accumulate results on them. A Meta-Update script to do so would be trivial to write. It is easy and advisable (in a general software sense) to write the filters and build the form. This would be my advice. But that leaves you with the problem of populating that form for old tickets. If that is not needed then that's that. If history is needed, a Meta-Update script (as above) can be fired on a one time basis to go through these old tickets and populate your new form. This can be done with limited term licenses as part of our data scripting services. Take a look at a ticket's audit log and work log and see if you have the historical data. Then you can migrate it if needed to the new form or continue to process it as is if that is your desire. Cheers Ben Chernys Senior Software Architect Software Tool House Inc. Canada / Deutschland / Germany Mobile: +49 171 380 2329 GMT + 1 + [ DST ] Email: <mailto:ben.cher...@softwaretoolhouse.com> Ben.Chernys _AT_ softwaretoolhouse.com Web: <http://www.softwaretoolhouse.com> www.softwaretoolhouse.com Check out Software Tool House's free Diary Editor. Meta-Update, our premium ARS Data tool, lets you automate your imports, migrations, in no time at all, without programming, without staging forms, without merge workflow. <http://www.softwaretoolhouse.com/> http://www.softwaretoolhouse.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Philip, Saji L Sent: February-09-11 18:06 To: arslist@ARSLIST.ORG Subject: Ticket Life Cycle ** Hi, Listers My mind is a bit sidetracked today, so bare with my on my elementary question. I am tasked to provide reports on ticket history, namely, all status changes and group assignments and date them. My question is, is there a table in Remedy that keeps this transaction? I can create a new form to track these, triggered by filters/active links, but before I do, I just wanted to know if its already there OOTB. We do not have SLM, Business Analytics, or Flashboards/Dashboards installed. And we are running a dinosaur in Remedy ARS 6.03 and Help Desk 6.0. We are pushing up to 7.6, but in the meantime we wanted something in place before the migration journey. I guess what I am looking for is some advice, like wait for 7.6 or install BA, etc. Thanks, Saji _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
