Thanks Dustin, I appreciate the input. We did think about that same thing. It will work moving forward but doesn’t help with past Incidents. Right now we are trying to get a percentage of incidents that were re-opened for the past year.
Todd From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Fawver, Dustin Sent: Friday, February 09, 2018 11:04 AM To: ARSList Subject: RE: [EXTERNAL] Re: Reporting on Incidents that have re-opened I was also thinking of a filter that could do it on Modify, depending on how you want to be notified. Maybe an email or a message. Have the Run If clause of: (‘DB.Status’ = “Resolved”) AND (‘TR.Status’ < “Resolved”) I’m just using regular ARS 9.1.2, if that plays any part in how things are set up. I hope this helps. Dustin Fawver Sr. Help Desk Technician Information Technology Services P: 423-439-4648 itsh...@etsu.edu<mailto:itsh...@etsu.edu> [itslogo]<https://urldefense.proofpoint.com/v2/url?u=http-3A__www.etsu.edu_helpdesk&d=DwMGaQ&c=1Bxv1FLhNT7kWd-TXJNAbxBgVXw_rHZTiwmA6CMJ1Y8&r=J9onmqKuX2jklKZmtUKMUg&m=9MlKCzkoOIOtjk3FpkfhxMs6Qc3vo1tUQRFPRpDnvhA&s=o-st8I4u7SXz9K3jW8yV9n5ofVGbLHko7sJfnWL6Q1c&e=> From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of LJ LongWing Sent: Friday, February 09, 2018 11:47 AM To: ARSList <firstname.lastname@example.org<mailto:email@example.com>> Subject: [EXTERNAL] Re: Reporting on Incidents that have re-opened *** This email does NOT originate from an ETSU person or service. *** 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<mailto: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<mailto:arslist-boun...@arslist.org>] On Behalf Of CRENSHAW, CRYSTAL Sent: Friday, February 09, 2018 8:48 AM To: arslist@ARSLIST.ORG<mailto: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<tel:(919)%20508-0546> [cid:image002.gif@01D3A1AF.F60185C0] From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Arner, Todd Sent: Friday, February 09, 2018 9:14 AM To: arslist@ARSLIST.ORG<mailto: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. ☺ 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 no...@glhec.org<mailto:no...@glhec.org> 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. 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