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    Pavol Procka
    Mark incidents that have been reviewed.Answered
    Topic posted May 17, 2018 by Pavol ProckaSilver Crown: 22,500+ Points, last edited May 17, 2018 
    121 Views, 12 Comments
    Title:
    Mark incidents that have been reviewed.
    Content:

    Hi,

    I am wondering if anyone can give me some hints here. We have a report showing incidents by queues. The request I received is to mark (highlight, add a flag etc...) incidents that have been looked at by people from a specific Profile or even Group and then Saved & Closed without making any changes (basically they want to tell the colleagues that they read the incident and that it is not something that requires immediate attention (and by "immediate attention"  I really mean "resolve the incident as soon as you see it").

    They will still continue working on the oldest, just will know that the new ones are not a higher priority.
    I cannot go by keywords or incident priority as we already use those for other purposes. I also cannot use status "Pending" as they also use it for a different purpose...

    However it would also have to remove this flag, as soon as anyone from the other groups made any changes to the incident, or even if it was Updated by the customer.

    The best use case is:
    1. All incidents have been reviewed by a member of this team and deemed not needing immediate action.

    2. New incident came to the Q (routed, updated, created) and it requires immediate attention (at this stage there is no visible difference between the other unresolved incidents in that Q and this one)

    I was thinking to simply add a button that they click and then display this action on the report, however don't know how to achieve that the incident loses this marking when it was updated by anyone outside this group. I would prefer not to involve the other groups in this at all, as not to create an extra task for them (un-marking the incident) when returning it to the Q.

    Same with Exception, I am not sure how would I achieve the second part (unmarking when updated).

    In short, something like:  if last updated = by profile A then highlight the incident, if last updated by anyone else, remove the highlight.

    Any pointers?

    Many Thanks
    Pavol

    Best Comment

    Gursimran Singh Saini

    Read Logging is a great solution for this requirement!
    More info here: https://cx.rightnow.com/app/answers/detail/a_id/5421

    When an Incident is opened by any Account, a "Read" transaction is stored in the Transactions table.
    You can create Report Exception using this Transaction.

    Comment

     

    • Gursimran Singh Saini

      Read Logging is a great solution for this requirement!
      More info here: https://cx.rightnow.com/app/answers/detail/a_id/5421

      When an Incident is opened by any Account, a "Read" transaction is stored in the Transactions table.
      You can create Report Exception using this Transaction.

    • Sebastiaan Draaisma

      The only way I can think of, since opening (to my knowledge) is not being recorded is to use a custom field "Viewed" (yes/no) and have this field set with a workspace rule and perform a save command. Then a business rule could pick this up and send an alert and reset the field.

    • Sebastiaan Draaisma

      Nice find Gursimran. I will experiment with this. Good for GDPR complience.

    • Gursimran Singh Saini
      Sebastiaan said:

      Nice find Gursimran. I will experiment with this. Good for GDPR complience.

      View original

      Thanks!

      There is another solution through user_trans table.
      This table stores data of Record Edit (Opened and Saved) and Record View (Opened and closed without Saving).
      Data for all standard objects is stored.
      For Custom Objects too, only if User Transactions is checked in Object Designer.

      But this is a very heavy table. It will slow down the report.

    • Sebastiaan Draaisma

      Thanks Gursimran, great info. Especially useful with GDPR.
      Already created an SR to have the read log enabled on my test site. Will be fun to do some reporting :-)

    • Pavol Procka

      Thanks both guys! Looks like I will have to wait a bit.
      1. Apparently we don't have the Read Logging enabled. When I run a report for an incident I just opened and closed without saving, I don't get any "Read" values from the transactions.trans_type table.

      2. We just started our upgrade process and are about to go to code freeze, so not sure whether it would make sense raising the ticket now, as they might not pick it up before the freeze and would have to be requested again on the new version.

      3. I tried with the user_trans table, but unfortunately looks like it might be because the version we are on is too old (May 16) as I don't see "Record Edit (Opened and Saved) and Record View (Opened and closed without Saving)". Maybe I am doing something wrong here? Attached the screenshot of what columns I see under the table.

      Could it be I need the Read Logging enabled even for this?

      Many Thanks

      Pavol

       

    • Sebastiaan Draaisma

      Mine has already been enabled on 2 test interfaces, they responded very quick. transactions.trans_type = 48

    • Gursimran Singh Saini
      Pavol Procka said:

      Thanks both guys! Looks like I will have to wait a bit.
      1. Apparently we don't have the Read Logging enabled. When I run a report for an incident I just opened and closed without saving, I don't get any "Read" values from the transactions.trans_type table.

      2. We just started our upgrade process and are about to go to code freeze, so not sure whether it would make sense raising the ticket now, as they might not pick it up before the freeze and would have to be requested again on the new version.

      3. I tried with the user_trans table, but unfortunately looks like it might be because the version we are on is too old (May 16) as I don't see "Record Edit (Opened and Saved) and Record View (Opened and closed without Saving)". Maybe I am doing something wrong here? Attached the screenshot of what columns I see under the table.

      Could it be I need the Read Logging enabled even for this?

      Many Thanks

      Pavol

       

      View original

      user_trans.type = Cancel will show you 'Opened and Closed without Saving' data.

    • Pavol Procka

      Oh thanks, I do see Cancel transactions in the report and managed to join it to the profiles and it is working swell!
      Last but not least, how do I tell it to only look at the last (most recent) user.transaction?

      Also, if the incident is not opened, but simply updated by the customer who created it in the first place, that is not adding a user trans. This is to make sure the marking disappears when the incident is updated...any idea how do I achieve that?

      I could go by status "Updated" but then I will not know if the last update/s were reviewed already or not.

    • Gursimran Singh Saini

      To get the most recent transaction, you can use the last() or max() function.
      last(user_trans.start_dttm, user_trans.start_dttm) OR max(user_trans.start_dttm)

      user_trans will not store incident updates done by customer.

      Definition to get most recent update done by customer:
      - Add a join filter of transactions.source_hierarchy = <select-sources-here, like techmail> and another join filter of transactions.trans_type = Edit
      - Definition: max(transactions.created)

      Definition to get most recent view (just view) by agent:
      - Add a join filter of user_trans.type = Cancel
      - Definition: max(user_trans.start_dttm)

      Then you can compare these two definitions in Report Exceptions.
      if(max(transactions.created) > max(user_trans.start_dttm), 1, 0)
      Equals => 1

    • Pavol Procka

      Great answer Gursimran! Thousand thanks!

    • Erica (Leep) Anderson

      Just had to add a comment on how cool and awesome this sharing and collaboration is! You guys are amazing!