incident is reopened

[yoli1]

Hi all, if an incident is reopened 3 times, the INC should be routed to a specific group we have. How can this be done?

[Anil Lande]

Hi,

You can create a Flow or Business Rule to achieve this.

There is field on incident form 'Reopen Count', you can use this and set the assignment group if Count Changes and it is greater than 3.

1. Business Rule (Before Update)

    'When to Run' - Reopen Count Changes AND Reopen Count is Greater than 3

    Script : current.assignment_group = 'sys_id of your group'; // Use property to avoid hardcoding assignment group sys_id

[Anil Lande]

Same can be achieved using Flow.

1. Create Flow that with trigger condition same as Above (BR logic)

2. In Flow you can use 'Update Record' action and select the record from trigger as current and update the assignment group field.

[Prince Arora]

@yoli1 

There is a OOB field on incident table "Reopen count", you can write a before-update business rule on incident table and mention condition as reopen count changes.

Business rule:

If my answer solved your issue, please mark my answer as ✅ Correct & 👍Helpful based on the Impact.