Do not trigger survey for reopened Incident tickets

[Happy S]

Currently we have a scheduled script that will send out reminders to users that have their Incident tickets resolved after 5 days, even to users that have their tickets reopened in between, with the condition that these users have not taken the survey

How to add the field reopen_count to my script below, so that any tickets that got resolved and reopened in between, with not receive the surveys? only until the reopened ticket is resolved then only a survey will be triggered to the user

var asint1 = new GlideRecord('asmt_assessment_instance');
asint1.addEncodedQuery("trigger_table=incident^state=wip^ORstate=ready");
asint1.query();
while (asint1.next()) {
var gdt1 = new GlideDateTime(asint1.sys_created_on);
gdt1.addDaysUTC(5); //add 5 days
var dateaftr5 = gdt1.getDate();
dateaftr5 = dateaftr5.toString();
var gdt3 = new GlideDateTime();
var todaydat = gdt3.getDate();
todaydat = todaydat.toString();

}
}

thank you

[Sai Kumar B]

@Happy S 

You can use the following query in your survey trigger script to ignore re-opened incidents

trigger_table=incident^state=wip^ORstate=ready^task_id.ref_incident.reopen_count!=0

[Happy S]

@Sai Kumar B I added the query but it will still trigger surveys for tickets that got resolved earlier but is currently in the Active state 

I do not want surveys to be triggered for reopened tickets which are in one of the current states below..

State = Active/In Progress/On Hold

Incident State = Active/In Progress/On Hold

Thank you..

[Sai Kumar B]

@Happy S Can you check the Re-open count value for those incidents?

[Happy S]

yes I had a few incidents where the state is in progress and reopen count is >1 but still gets the surveys