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 <tar...@glhec.org> 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:arslist-boun...@arslist.org] *On Behalf Of *CRENSHAW,
> CRYSTAL
> *Sent:* Friday, February 09, 2018 8:48 AM
> *To:* arslist@ARSLIST.ORG
> *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:arslist-boun...@arslist.org
> <arslist-boun...@arslist.org>] *On Behalf Of *Arner, Todd
> *Sent:* Friday, February 09, 2018 9:14 AM
> *To:* arslist@ARSLIST.ORG
> *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.
>
>
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