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    • Need to Create a OTBI analysis for Helpdesk reporting on Agents who update the SR severity

    edited Jan 8, 2025 9:13PM in Reporting & Analytics for Fusion Service 2 comments

    Summary:How to get the old severity and New severity values updated by a given agent in the report from Help desk subject areas. I do not see this attributes in any subject areas. Also how to check if the agent has updated the severity field once it is assigned to him.

    I need capability to report on all agents Severity field changes history for helpdesk tickets, meaning reporting all those agents who did the Severity field changes in the Helpdesk SR


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