Jason,
Great stuff.
The license issues come in because you can have customers submit work log
updates without a write license. I believe SRM is setup that way or at least
us to be if I'm not mistaken, so this would make a filter update a problem. If
I went the escalation route I would
What kind of licensing issues are you thinking of? I probably would not
create workflow around forcing an updated. That is a procedural issue, not
a system issue (a common desire is to manage people via tech).
I haven't researched if this would have a negative affect in ITSM, but at
my last job
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
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 wrote:
> I'm
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
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