Report on repeat incidents

[dhammoud1092]

I hope I've directed this to the correct forum. Our team is trying to produce a report that outlines repeat issues. For example, John Smith calls into the Service Desk on 1/3 and reports a problem printing. The issue is fixed that day, but then returns a few days later on 1/6. We have struggled to come up with a query to track this. Thus far, we have been limited to rigging it by searching for keywords like "still" or "again" in the Short Description. Any ideas? Thank you.

[Allen Andreas]

Hi,

It's going to be generally hard to query for this without a custom field already in existence and someone marking it 'true' as such.

And by repeat incidents, do you mean by the same person, again? Or the same issue, again?

If it's by the same person, then you could try and query by category/sub-category and then by user and then if opened within 'x' time frame. It really depends on what you're trying to go for, but there most likely won't be an easy way.

You could also look in to reopen incidents, that sort of route: https://community.servicenow.com/community?id=community_question&sys_id=f6219be9dbdcdbc01dcaf3231f96...

[Christian_]

Hello, 

An alternative could be that you teach the Service Desc to link to the original ticket with the recurring one.
If you use Incident, you would be able to use Parent Incident.
A query could then look at the records having a Parent and where the caller is the same as for the parent.