Increase Reopen Count

[Lisa Butcher]

I have a case table (custom) where I am trying to report on the number of times a case was re-opened.  I am trying to increase the count in the u_reopen_count field by 1 when the case is changed from 'resolved (6)' to any other value excluding resolved or closed.

I am very new and I am having challenges with the business rule.  Anyone have any recommendations?

[Lisa Butcher]

Steps followed:

1. Create new case

2. Set Case state to resolved

3. Set case state from resolved to active

still shows 0

[Sumanth16 · Accepted solution]

Hi Lisa,

1) I forgot to mention,in condition use the resolved state value and closed state value instead of resolved ,closed names.Values may differ in every company,that's why I used the names in the condition.

[Lisa Butcher]

Thank you!! Go this to work.  🙂

[sachin_namjoshi]

Instead of business rule condition, you can use OOB filter in business rule to use changesTo,ChangesFrom etc

e.g below

[Lisa Butcher]

Thanks Sachin.... I tried that as well, but the value still did not increase from 0 to 1.

Is what I have in the script correct to increase the value by 1?