To get list of reopened Catalog Tasks
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12-21-2022 09:43 AM
Hello Team,
I want to get a list/report of all reopened Catalog tasks only.
Please let me know how can I get that in Service-Now.
Note: I am using Service-Now on Rome Version.
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12-21-2022 10:31 AM
I know the incident table have a field called reopen_count that tells you how many times a resolved incident was send back to in progress. But I don't see a field like that for the sc_task table.
Once a sc_task record (catalog task) is closed complete (or incomplete or skipped) then active is turned to false and many data policies kick in so a normal user cannot reopen a catalog task. This is why the question is strange and something only an admin could do.
So another way to rephrase your question is: how many time the sc_task turned from active=false to true.
You could create a METRIC for that table that tracks the ACTIVE field. Then you generate a report that shows you how many have more than 1 metric.
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12-21-2022 10:43 AM
I think a metric as Sebastian suggested is probably a better way to do this, but I would also like to add an alternative. When you close a task, it populated the "Closed" field. When the state is set back to "Pending" / "Open" / "Work in Progress", you may be able to utilize this functionality to display tasks which were previously closed, like so:
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12-21-2022 10:51 AM
I like your idea. It can be used if the process used to reopen the sc_task didn't clear the closed field like it does on incident for example.
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