I'm looking at addressing what I would expect is a common requirement - but I can't seem to find any relevant discussion threads. I am looking to be able to maintain a history of the Response Level of an incident over time, for example:
* An Incident could start as Priority 1 - a critical Incident with no available workaround or mitigation.
* As the Incident is managed - it's Priority can change - for example when a short term workaround is put in place it could be downgraded.
I don't see anything OOTB or discussions on the topic - so I'm guessing any solution then is custom. I thought of a few potential approaches:
* Making the Response Level attribute of the Incident Object "is auditable" - I can make the change and save the object - but I believe reporting would need to be outside the Query Designer (I don't see any collection of Response Level on the Incident Object after doing so).
* Making the attribute Versionable - but this does not appear an option (not sure - perhaps this needs to be set when the attribute is created).
Since neither of the above seemed to yield quick success I have tried the following which appears to be working - but I'm interested in any feedback or alternatives before I decide to go to production:
* I added an attribute to the Escalation Point object (Incident Priority).
* I added a Copy Rule to populate the escalation Point attribute from the Incident at the time the escalation is created.
This seems to yield the results I want - that each time any escalation points are created (change in Response Level) they carry the Incident priority at the time the priority changed. I haven't yet dove into all the required reporting - but for example this would allow reporting if Incidents that "were or ever were a Priority 1 incident". Or another prior example - Incidents that Raised or Lowered priority AFTER the "initial Response". Lots of different flavors where having the history can be beneficial - but while an Incident is active and historical reporting.
Has anyone else had to deal with similar requirements? If so - any alternate ideas on how to accomplish this and/or any neat suggestions on reporting SLA changes over time? As we have just gone live in the last 45 days I'm very interested in other perspectives on the topic.