There is a hidden field on HPD:Help Desk called 'Re-Opened Date'. If that
field has a vaule, then it has been reopened at least once.
This is a query for active Incidents that have been previously resolved:
'Re-Opened Date' != $NULL$ AND 'Status*' < "Resolved"
Hope that helps.
Service Management Senior Systems Analyst
Project Services - Service Management
From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Arner, Todd
Sent: Friday, February 09, 2018 9:14 AM
Subject: Reporting on Incidents that have re-opened
Wondering if anyone can help us figure out how to query for Incidents that have
been re-opened. We thought we could do this by using the Kick_Back Count field
but it seems to reset the count after the Incident is closed and we also get
strange results were incidents we would expect to match the query do not.
Anyway, wondering if anyone has a better way to find incidents that have been
re-opened. We are using version 9.1.3. Basically we want to run a query
against all incidents that will list any that have been resolved and then moved
back to an active status. I appreciate any tips you can provide. :)
Systems Administrator III
Great Lakes Educational Loan Services, Inc.
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