How get RITM records which are closed and reopened.
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06-22-2023 10:04 AM
Hello,
We are creating reports in that we want RITM records which are closed and after again they are reopened.
How can we get those records?
Thank You!
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06-22-2023 10:57 AM - edited 06-22-2023 10:59 AM
Hello Shraddha,
Reopen Count is a field that provides the reopen count in the Incident table, but there is no OOB field that provides the same information in the RITM table.
If you want these reports in future as well then you can try below solution.
When a RITM switches from closed to open status, you may create a field in the RITM table called Counter and write an after update business rule that will increase the count in that field every time that happens (you can use the previous and current object here). As a result, you can add a filter to the report to only display those RITM records whose counter field is set to 1 or more.
Please let me know if this information was helpful for you..!!
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06-22-2023 11:10 AM
