Good morning,
We recently implemented the incident journal and it is really great - thank you, ASWINDELLS! (I assume you were the original creator of the method you presented.)
We've noticed that there are times when not all entries will show when viewing the journal, most notably any note created from Self Service or via email (at least, until the incident is updated by some other means). We also noticed that notes added from Web Desk do cause the calculation to re-run. All three notes (SS, WD, email) cause the Last Update and Last Updated By attributes to change, but only Web Desk notes cause re-calc.
OK, so I added a label to the journal window that says to click SAVE if not all entries are showing, which causes re-calc. Is there another, better way that does not depend on analysts to know/intuit that something is missing, which entails risking that they miss seeing the newest information when reviewing their tickets?
I added Notes to the list of dependencies, hoping that any time the collection changed it would re-calc - nope. Same with adding _IncidentJournal to depencies - does not cause re-calc.
So, am I missing a piece of the puzzle? If you've figured out a way to get it to recalculate reliably, how? If not, what work-around do you use?
Thank you!