Joanne: Well, we are on ITSM 7.6.04 SP2, so hopefully this will get you close to an answer.
I don't know how familiar you are with the re-open feature in ITSM, but while you can set the status back to something earlier if it is resolved, that's not actually how BMC seems to define a reopened incident (as far as I can tell). If the incident is Closed or Cancelled, you can use the re-open incident feature if you have the functional role of Support Group Lead or Support Group Manager for the ticket's Owner Group. This functional role makes a Re-Open Incident option available under one of the navbars on the left, and if you use it, what that will do is generate a new ticket with some of the data from the original ticket and a Re-Opened From relationship to the original, which will remain in either Closed or Cancelled status. It will also add a date/time value to a field that in Analytics is called Incident Reopened Date, though I can't tell offhand what field that maps to on the incident form. And you can see that this makes reporting fairly straightforward - just search this Incident Reopened Date field and look for the Re-opened From or Re-opened By relationship in the appropriate relationship table. If you just move the status from Resolved to something earlier, it doesn't look to me like the Incident Reopened Date field gets populated. So, as far as reporting on reopened tickets using the definition of resolved to any open status, I'm not seeing an easy way to do that. (Yeah, you can troll through the audit log, but while that might be possible, I wouldn't call it easy.) So unless you're on a different Service Pack and you want to do the research to confirm that this behavior isn't different in your version, I'm afraid there's not much good news. :( Good luck! Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA [email protected] ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Joanne Janssen Sent: Wednesday, May 29, 2013 10:30 AM To: [email protected] Subject: Re: [EXTERNAL] Re-Open Date Sorry about that It is indeed ITSM and it is 7.6.04. It's been a while since I needed to send a question in. On 5/29/13, Stroud, Natalie K <[email protected]> wrote: > Joanne: > > I suggest that you tell us what application and version you are using. > I'd tend to assume ITSM, but it could be a custom ticketing app, and > sometimes behavior varies between versions. > > Thanks, > > Natalie Stroud > SAIC @ Sandia National Laboratories > ARS-ITSM Reporting Specialist > Albuquerque, NM USA > [email protected] > ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of Joanne Janssen > Sent: Wednesday, May 29, 2013 10:14 AM > To: [email protected] > Subject: [EXTERNAL] Re-Open Date > > I'm doing some reports on the number of incidents that we re-opened, > where re-opening is defined as moving from Resolved to any open state > and not from Closed to any other state. I've looked on the web, but > can't tell and don't have access to the admin tool to check. Is > Re-opened date populated when an incident moves from Closed to an Open > state or did I get lucky and it is populated when an incident moves from > Resolved to an Open state. > > Thanks in advance, > > Joanne > > ______________________________________________________________________ > _________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > > ______________________________________________________________________ > _________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
