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]

Laurie,

Right click on the record and click on History -> List. There you can see what time and who have updated the Incident State Count.

[Laurie Marlowe1]

Saritha,

I did that, and on this particular Incident the data/time stamp is the same with all update number showing 0.    

Any ideas?

[saritha9]

My guess would be only the record was created or inserted. No updates were made to that record.