We want to create a report on customer support orders and service orders to monitor who changed priority. We see every change in the trans log: new priority, SA & time but not from which priority the change was done.
How can we know what was the original priority when the order was logged ?
The Prompts (Service) module allows you to define which fields are logged when changed in the order. However, you will not see the previous value in the single transaction. The only way is to review the previous transaction logs for the order to see what it was changed to previously if there was a change since the order was created. The initial priority upon order creation is not captured in the transaction log.
To have this also populated in the same comment text as the change would be a change request. I am not aware there is an option to log all changes separately like you would need to generate a report.
...The only way is to review the previous transaction logs for the order to see what it was changed to previously if there was a change since the order was created..
In my experience, traversing through the demand and demand_done tables can be process-intensive. I would not recommend doing this in one SQL statement, but rather create multiple SQL functions to pull the information from the transaction log (I did something similar in our ticketing system). An alternative would be to have someone from the IFS Alliance team do a small customization to record the data necessary for the report.
Alternative, you can consider creating a custom field that populates the priority currently and check that it would only update when the custom field is null.
This might be possibility to explore.
Is it possible to load the value of another field in a computed column made with customizer automatically, or is this something that needs to be done through process flow? I haven’t worked with the customizer tool to this degree.
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