We have the following canned search, which will find tickets not updated by
the Current User in the last two days. This search is used in a dashbord
that sends a daily email to our support staff, showing tickets that need
follow-up.
Owner = ‘CurrentUser’ AND LastUpdatedBy != ‘CurrentUser’ AND
LastUpdated > ‘2 day ago’ AND Status != ‘resolved’ AND Status != 'answered’
AND ( Queue != ‘Development’ AND Queue != ‘Bugs’ )
The problem that we’ve run in to is that there are certain things that get
updated that don’t merit follow up – changes in ticket priority, or
setting Custom Flags.
Is it possible to exclude updates of certain fields?
Thanks,
–Barton