Jason_Meyer
Customer Advanced IT Monkey ✭✭✭
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Answers
You could build a SQL Query Widget with that query and should be able to click through to the work item.
Are these analysts updating the ticket at all or performing any actions that are recorded in the action log?
If they are working on the ticket and not updating any information in the ticket or recording time worked you may have a hard time searching for this.
Shane.
Appreciate all of the assistance.
@Justin Workman - No, they are not currently the Assigned To person. They may have been at one point in time but not currently. Our analysts are not currently not using the "Time Worked" function for ALL requests.
@Brian_Wiest - Thanks. Maybe Cireson just needs to add the "Action Log" as a searchable field/area?
@Shane_White - Yes, they are adding content to the Action Log area. How do I search for an analysts work there? I want to find all tickets that I've contributed work to. Created By, I can find. Resolved By, I can find. Assigned To, I can find. But, tickets that I've only done some work to by adding to Action Log. reassigning, etc.. cannot find.
Jason
As far as I am aware you can search for these things using SQL and by using PowerShell.
The SQL Tables that contain the History of the WorkItem fall under the Service Manager Databases that start with dbo.MT_System$WorkItem and end in _Log.
With PowerShell you can run Get-SCSMObject History.
If you do this through SQL Although it would be a heavy query you could build a dashboard around this to show all tickets you have contributed to.
Thanks,
Shane
https://community.cireson.com/discussion/3420/query-all-incidents-that-a-user-has-touched
One thing is a bit confusing is that the AnalystCommentLog class refers to 'TroubleTicket', which implies only Incident & Problem (not SR, CR, RR, etc.). Don't worry, this view also holds SR related analyst comments as well.
Sadly, I am not seeing a relationship type to the User CI record, but only the 'EnteredBy' property. In some cases, I am seeing the User's DisplayName property other times the domain\userid (not sure why the difference though).
Hmm, not something that the average analyst is going to be able to do. Unfortunate.
Cireson should make this part of the existing search capabilities. My opinion, analysts should be able to 'search' any part of a request. Probably easier said than done, but seems like a basic requirement.