Hi Team,
We can achieve below functionality by using 'z1D Char01' = "Reopen"
qualification in report console->qualification tab.
It will show the all incident tickets that have been reopened. Also, there is
field "Kickback_Count" which stores how many times the ticket is reopen from
resolved status.
--
Regards,
ITSM Support
Shruti Lakhote
Vyom Labs Pvt. Ltd.
BSM Solutions & Services || ITIL Consulting & Training
Email: [hidden email] || Web Site: www.vyomlabs.com Follow Vyom Labs
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-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[email protected]] On Behalf Of Terje Moglestue
Sent: Monday, January 13, 2014 3:48 PM
To: [email protected]
Subject: Re: List Tickets That Have Been Reopened
Frank,
On the Incident or HPD:Help Desk form there is a field called 'Re-Opened Date'.
The field is set by workflow. If it hold a value the ticket have been reopened.
Search for 'Re-Opened Date' != $NULL$ should give you all the reopened tickets.
Regards,
Terje
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[email protected]] On Behalf Of Ken Pritchard
Sent: Friday, January 10, 2014 3:53 PM
To: [email protected]
Subject: Re: List Tickets That Have Been Reopened
You can probably do something where the statushistory.time.resolved field is
not null and the status is less than resolved.
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[email protected]] On Behalf Of Frank Caruso
Sent: Friday, January 10, 2014 9:51 AM
To: [email protected]
Subject: List Tickets That Have Been Reopened
ITSM 764 sp2
Is there way to query for Incidents that have been reopened? I can get the list
of Incidents that have been reopened and are currently still unresolved but
need to be able to get all tickets, regardless of current status, that have
been reopened.
Thank you
Frank Caruso
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