We have the following canned search, which will find tickets not updated by the Current User in the last two days. This search is used in a dashbord that sends a daily email to our support staff, showing tickets that need follow-up.
Owner = '__CurrentUser__' AND LastUpdatedBy != '__CurrentUser__' AND LastUpdated > '2 day ago' AND Status != 'resolved' AND Status != 'answered' AND ( Queue != 'Development' AND Queue != 'Bugs' ) The problem that we've run in to is that there are certain things that get updated that don't merit follow up -- changes in ticket priority, or setting Custom Flags. Is it possible to exclude updates of certain fields? Thanks, --Barton