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Tracking Incident History Using Custom Field

Received Response
edited May 30, 2018 7:17AM in Reporting & Analytics for B2C Service 2 comments


Hi ,

RightNow currently supports status change tracking. We would like a similar enhancement to let administrators specify change tracking for other fields(Custom Fields). This would let us tune our performance reports to our specific business goals.

For example, we use a custom field named incidents.c$priority to assign, evaluate, and change the priority of each incident. We would like to use analytics to determine whether we are meeting our incident resolutions goals relative to each priority. The inability to identify when the priority value of an incident changes hinders our ability to determine whether we are meeting our incident resolution goals. Access to this field change data would help us to stay informed about these changes and communicate with confidence to our customers about the response time of incidents that experienced a change of priority.

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