Natalie, Thanks for the info. I thought that what you described might be the case, but on this contract, I am the reporting guru and (my Remedy privileges are extremely limited) so I'm not able to see hidden fields except by querying the database. Looks like I'll be digging through the audit log. At least I know there is no easy way around it.
Thanks again! Joanne On 5/29/13, Stroud, Natalie K <nkst...@sandia.gov> wrote: > 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 > nkst...@sandia.gov > ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 > > > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Joanne Janssen > Sent: Wednesday, May 29, 2013 10:30 AM > To: arslist@ARSLIST.ORG > 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 <nkst...@sandia.gov> 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 >> nkst...@sandia.gov >> ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 >> >> -----Original Message----- >> From: Action Request System discussion list(ARSList) >> [mailto:arslist@ARSLIST.ORG] On Behalf Of Joanne Janssen >> Sent: Wednesday, May 29, 2013 10:14 AM >> To: arslist@ARSLIST.ORG >> 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" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
