Currently the ‘last updated’ timestamp is only updated when someone modifies the root cause, Impact or Symptoms. We think it should also update when a note is added. For longer running problems where you don’t necessarily have the root cause determined, there are often notes added to indicate progress on the problem. However it is near impossible to get a list of stale problems when adding a note doesn’t provide a last updated timestamp. If they didn’t want to change that behavior at least provide a last note added date option in analytics to help with this reporting.
New Idea
Make problem 'last update' consistent.
Wow, this was from 2 years ago?! This appears to still be a problem, with problems, pun intended.
Trying to create a report on when the PRB was actually last modified, from a Note, Description update etc…
Appears to be the same issue as mentioned above. Any updates?
+8- Top Contributor ⭐
Would love to see some facility to silently update standard SR and INC tickets as well. We have an SLA to update tickets every 3 days if they are not resolved. However, there are times where we’re waiting for parts to ship or the customer is away on a trip so both agent and customer know when they can resume work. But a private note doesn’t work to the SLA so we are stuck with the option of A. miss the SLA or B. spam the customer with interim updates.
I’d envision an option when adding a private note similar to the “add and set as pending” “add and set as closed” so agent could deliberatedly specify “Add and Mark as Updated”.
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