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How to find the Resolved date logs for Incident and Service Request in ITSM

Jan 26, 2017 at 08:42 PM

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Hi,

I would like to see the details of the Incidents and Service Requests that were kept with a Resolution date and set the status to Resolved.

Also, I wanted to see the entire log history from status New to Resolved along with the dates.Like, the date when the status was set to New till Resolved.

Thanks,

Uk

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2 Answers

Scn Ukk Jan 31, 2017 at 01:44 PM
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Hi Guys,

I am still looking for the solution. I hope some one could look at it and respond at the earliest.

Let me rephrase, I am looking for all the incidents that were created or resolved on a specific date. I tried to use the standard search option which does not give me accurate results. If the status changes, I do not get them in the Standard search.

However, there should be a log where I can see this details.

Thanks,

Uk

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Bruno Garcia Jan 31, 2017 at 02:58 PM
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Hi Uk,

If you have those date types available in your date profile, you can check here how you can get your dates.

If not, the creation date you can find it in CRMD_ORDERADM_H and the log for the status changing (so you can find the resolution status) is CRM_JCDS (you have to insert your incident GUID).

Check if this helps you a little more!

Kind regards,
Garcia

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