Change of custom fields -> possible to report on history?

1 Comentarios

  • Chris Bulin
    Community Moderator

    Hi Emma,

    Thanks for sending in this question. You should be able to get this information from the Support: Ticket Updates dataset. I think you'd specifically want to look at the attributes:

    Changes - Previous value Records the value of the field before the update.
    Changes - New value Records the new value of the field after the update.

    Sounds like you'd also be interested in the metrics around updates by end users vs. agents

    Agent updates The number of updates agents made to tickets meaning the changes they made to any ticket field. IF ([Updater role] != "End-user") THEN [Update ID] ENDIF
    End-user updates The number of updates end-users made to tickets. IF ([Updater role] = "End-user") THEN [Update ID] ENDIF

    Hope that answers your question!


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