CA Service Management

Hi,

We would like to capture previous group , previous priority from a ticket in the report.

I know the data is available in audit_log and usp_kpi_ticket data tables but the probelm is i am not able to fetch only the recent previous group or recent previous priority (if there are multiple changes to group/priority).

And also if there is no change in either group or priority the values should be Null for these two columns in the report. This is  kinda of urgent for us, your help is highly appreciated.

Thanks & regards,

Kande

You could handle this by adding two new customized attributes to the ticket object using Schema Designer and then writing some SPEL code to populate the values whenever group or priority changes.

Kande,

I am currently trying to get the same information for our help desk. Do you have any examples of the SPEL code you used to pull in the desired information?

Any information or help would be appreciated.

Rich

Hi RichFTB,

I've shared how to implement this customization here.  Let me know if you have any questions.