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

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

RE: Reporting on Incidents that have re-opened

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 Fr

Re: Reporting on Incidents that have re-opened

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 wrote: > Hi Crystal, > > Thanks for the help. We are still seeing at least one Incident that has > been re-op

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 se

RE: Reporting on Incidents that have re-opened

Hi LJ, Thanks for your response but I am not following what you mean. Could you provide more detail? Thanks, Todd From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of LJ LongWing Sent: Friday, February 09, 2018 10:47 AM To: ARSList Subject: Re: Reporting on Incidents that have re-ope

RE: Reporting on Incidents that have re-opened

LJ, I think I understand what you are getting at but that will only solve the query for those incidents that are still open. How can we find out if a Closed incident was re-opened during its life? Thanks, Todd From: Arner, Todd Sent: Friday, February 09, 2018 1:06 PM To: 'ARSList' Subject: RE:

Re: Reporting on Incidents that have re-opened

that's the only problem with status history, you only get the 'last' time something happened, so if it was reopened, then re-closed, you loose that data...so you wouldn't be able to use thatso, workflow is the best way to do that, as was suggested before db.status = resolved and status < resolv

RE: [EXTERNAL] Re: Reporting on Incidents that have re-opened

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

Google Chrome and Advanced Search error

Greetings! I'm sending this out to see if anyone else has encountered this. Part of what I have to do involves long strings in the Advanced Search field. Normally this is not a problem. Recently I've encountered this error in Google Chrome when trying to run a search with a string that's a l

RE: Google Chrome and Advanced Search error

I usually see that message when a slow server appears to have timed-out, or after a long period of inactivity (on my part). You can wait for the server to respond, or hit refresh. HTH, Joel Joel Sender * jdsen...@earthlink.net From: ARSList [mailto:arsl

Re: Google Chrome and Advanced Search error

It actually sounds like the Chrome build you are using is blocking an HTTP request causing the 404 error. You can try disabling some security features to see if that works. Sent from my iPhone > On Feb 9, 2018, at 5:20 PM, Joel D Sender wrote: > > I usually see that message when a slow serve

Re: Google Chrome and Advanced Search error

Tauf, I think the issue he's dealing with is not a blocking, but a truncating.more than likely he will find that if he uses something like Fiddler to look at the backchannel calls that are being made, his Chrome is not allowing the full URL to be played out to the Mid-Tier server whereas the ot