I use the last.updated.by attribute to track our closed calls. The reason I use this rather than the Last.Assigned.to attribute is that in addition to a rich process, we have a simple process that does not assign requests to specific users, only a group.
My problem is that when a ticket is closed via webdesk, the last updated user is always the services account rather then the analyst. Can anyone think of a way around this problem that does not completly change my process?
I can't recreate this, the last update user for anything I do in Web Desk is always the User I'm logged in as. When you say 'services account' do you mean SA? That could be indicative of a problem with your logon policy - is it integrated or explicit?
The services account is the LANDesk_services Active Directory account that our touchpaper services run under.
Nephi was able to help me a bit with this, creating a query that reports on the creation of the closed business object. Doing it this way, my reports work, although it isn't perfect because I do not see calls in resolved status as well as closed. I could report on the resolve business object, but then my my simple process items will not be reported and I am back to square 1. I have thought about adding a resolve action to my simple process, and while that will work going forward, it will not work for all my past data.
Long story short, I can come up with an imperfect solution, but I will need to either change my process and/or change the way I report my data making a hard break in what I am able to trend out. My old data would not show up correctly on my new report, and my new data would not show up correctly on my old report.
I have attached a screen shot of my new query in case someone finds it interesting.
OK, by changing the touchpaper background service to run under an explicit login using the standard services account rather than the LANDesk_services account, webdesk is now reporting correctly using my standard reports.
Thank you Nephi for your help.