What is the Incident State Count field?

[Laurie Marlowe1]

Hello All,

I am attempting to clean up some old Incident records for First Call Resolution.   We automatically assign tickets submitted via self-service to the Service Desk.   So the First Call Resolution flag will not ever be set to true for these tickets since the sys_mod_count will not be 0.   We are modifying the business rule to set the flag for to true for Incidents where sys_mod_count <= 1.

Via background script I want to update the First Call Resolution field to true for any records with sys_mod_count <= 1.  

As a means of checking that the script is working, I wanted to run a report.   I added the Incident State Count field and First Call Resolution field to the report.   I noticed that on some records, the Incident State Count was   3 (or more), and the First Call Resolution field was set to true.   When examining the history, the State field was only set one time.   So where did the "3" come from????

Thanks!

Laurie

[saritha9]

Check if there are any scripts which is setting Incident State Count value.

[Laurie Marlowe1]

Hi Saritha,

Yes, there are two other business rules.   Looks like some of the Incidents were reopened, BUT....the history and the Activity log only show that the State was changed one time????

[Laurie Marlowe1]

UM....I think I sort of have this figured out.   The sys_mod_count counts all the updates, not just the updates to the State field.   Does this sound right?

[saritha9 · Accepted solution]

Yes sys_mod_count counts all the updates made to the record. You can change your business rule to update Incident State Count only when Assigned to changes.