Selection of all incidents with a specific processor in the history

Environment  TOPdesk version SaaS / on-premises Requirements  activated Incident history Answer It is possible to make a selection of all incidents of a specific operator which he or she has edited. However, this is only possible if the change history of incidents is kept.

Environment  TOPdesk version SaaS / on-premises Requirements  activated Incident history Answer It is possible to make a selection of all incidents of a specific operator which he or she has edited. However, this is only possible if the change history of incidents is kept. This selection can be made in the following way: ⒈Click Menu > New > Selections > Incident Management > All incidents. ⒉Click on "where ... '. ⒊Click at "Links" under the heading "Select on fields". ⒋Under the heading "that belong to" select "Audit trail entries for calls". ⒌Click on "where ... '. ⒍Under the heading "Choose from the fields" select "Changer of Card". ⒎Select a specific operator, click the Apply button. When this selection is used, all incidents are shown with the selected operator has ever modified. Note  This selection will not necessarily show incidents where the operator is the current operator. In other words, it will not include incidents where the particular operator is the current operator and has not at any point been the former operator of an incident  The reason for this is that the audit trail table only shows the "from" column fro the audit trail.  The following amendment will make sure to include incidents where the operator is the current operator (and has never also been the former operator): ⒈Click on "or"  ⒉Under the heading "Choose from the fields" select "Operator". ⒊Select a specific operator, click the Apply button. ⒋Click on "and" (immediately underneath your "or" statement) ⒌Click at "Links" under the heading "Select on fields". ⒍Under the heading "that belong to" select "Audit trail entries for calls". ⒎Click on "at least 1", select "Invert criterion" and then "Apply" ⒏Click on "where"  ⒐Under the heading "Choose from the fields" select "Operator". ⒑Select the specific operator, click the Apply button. This will include incidents where the specific operator is the current operator AND has never been the former operator