I'm not sure there's an 'official' way to do this, but I have similar use cases, and have two different 'solutions':
- Turn on time tracking for the field, which allows you to track the total time a field was in a given state. It's not a timeline (i.e., it won't show something changing from A to B and back to A) but if you're looking for aggregate data, it works.
- To do what you're looking for, I have a custom field called 'Ticket metadata' which is basically a serialised representation of a json object. A rule fires when the field of interest changes, and a script will grab the contents of 'Ticket metadata', deserialise it, update those contents appropriately and re-serialise it back to the ticket field.
If nothing else, doing it that way saves me from having to create 8 zillion tracking fields for things...
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J V
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Original Message:
Sent: Tue November 30, 2021 03:01 PM
From: Pierre Dufresne
Subject: Logging changes to incidents
Hi everybody,
When you look at the newsfeed associated with an incident, it can tell you that "User xxx modified the incident".
Is there a log somewhere that can tell what was changed?
Our use case here is that we have a custom field within a certain type of incident that can change over time and we would like to be able to trace the values it took over time.
thanks for your time
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Pierre Dufresne
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