Todd, How about something a bit more novel. Look for records that have a Resolved Status history Date/User who's status is < Resolved....
On Fri, Feb 9, 2018 at 8:55 AM, Arner, Todd <[email protected]> wrote: > Hi Crystal, > > Thanks for the help. We are still seeing at least one Incident that has > been re-opened that does not have a date in the re-opened date field. > Have you ran into any issues like that? The re-open date field definitely > looks more useful the Kick_Back Count field. > > > > Thanks, > > Todd > > > > *From:* ARSList [mailto:[email protected]] *On Behalf Of *CRENSHAW, > CRYSTAL > *Sent:* Friday, February 09, 2018 8:48 AM > *To:* [email protected] > *Subject:* RE: Reporting on Incidents that have re-opened > > > > Todd, > > > > 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. > > > > > > Thanks, > > > > Crystal Crenshaw > > Service Management Senior Systems Analyst > > Project Services – Service Management > > (919)508-0546 <(919)%20508-0546> > > > > > > *From:* ARSList [mailto:[email protected] > <[email protected]>] *On Behalf Of *Arner, Todd > *Sent:* Friday, February 09, 2018 9:14 AM > *To:* [email protected] > *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. J > > > > Todd Arner > > Systems Administrator III > > Great Lakes Educational Loan Services, Inc. > > > ------------------------------ > > The information contained in this communication may be confidential, is > intended only for the use of the recipient(s) named above, and may be > protected under state or federal law. If the reader of this message is not > the intended recipient, you are hereby notified that any dissemination, > distribution, or copying of this communication, or any of its contents, is > strictly prohibited. If you have received this communication in error, > please forward the communication to [email protected] immediately and > destroy or delete the original message and any copy of it from your > computer system. If you have any questions concerning this message, please > contact the sender. > > This email may contain confidential and privileged material for the sole > use of the intended recipient. If you are not the intended recipient, > please contact the sender and delete all copies. Any review or distribution > by others is strictly prohibited. Personal emails are restricted by policy > of the State Employees' Credit Union (SECU). Therefore SECU specifically > disclaims any responsibility or liability for any personal information or > opinions of the author expressed in this email. > > -- > ARSList mailing list > [email protected] > https://mailman.rrr.se/cgi/listinfo/arslist > >
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