You will have to create a custom field to hold your "last support staff update", and create a filter where if $USER$ != "AR Escalator" then set fields to your new field to $USER$.
The core field will always reflect the last person, including escalator, etc. Thanks-n-advance; HDT Platform Incident / Problem Manager & Architect Robert Molenda IT OS PA Tel: +1 408 503 2701 Fax: +1 408 503 2912 Mobile: +1 408 472 8097 [EMAIL PROTECTED] Quality begins with your actions. ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Siti Hawa Bee SHAIK FARID Sent: Thursday, July 12, 2007 7:36 PM To: [email protected] Subject: Create Audit Trail for last Updated Support Login Dear Listers, Has anyone had created an audit trail to check who is the last person that had login and update the helpdesk case? I tried using last modified by but difficult to track as it will auto changed to AR Escalator by the system. Can someone assist on how to implement this workflow? I would like to capture this info in helpdesk audit trail. System : AR version 6.3 Patch 20 AR Helpdesk version 6.0 AR SLA 6.0 Patch P-1498 Best Regards, Siti Hawa Bee My Favourite Quote " No person can be a great leader unless he takes genuine joy in successes of those under him" - W A Nance UOB EMAIL DISCLAIMER Any person receiving this email and any attachment(s) contained, shall treat the information as confidential and not misuse, copy, disclose, distribute or retain the information in any way that amounts to a breach of confidentiality. If you are not the intended recipient, please delete all copies of this email from your computer system. As the integrity of this message cannot be guaranteed, neither UOB nor any entity in the UOB Group shall be responsible for the contents. Any opinion in this email may not necessarily represent the opinion of UOB or any entity in the UOB Group. __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
