A report that shows all closed tickets where the opened for responded after they were closed.

[Tal5]

Hello everyone
I would appreciate any help

i want create report that shows all closed tickets where the opened for responded after they were closed.

Thanks in advance.

[DanishS]

If you need to use a scripted filter to check the response time, you can use a Business Rule or Script Include to calculate this. For example:

  var gr = new GlideRecord('incident');

  gr.addEncodedQuery('state=7'); // Assuming 7 is the state for 'Closed'

  gr.query();

  while (gr.next()) {

      if (gr.opened_for && gr.sys_updated_on > gr.closed_at) {

          // Add logic to include this record in the report

      }

  }

[Tal5]

Can I get a more detailed explanation of how I set this up in the report?
I will attach a screenshot

thanks in advance

[Udayrathore049]

Database View

For a no-code approach (admin access needed), you can:

1. Create a Database View joining:

   • incident table

   • sys_journal_field table (on element_id = incident.sys_id)

2. Add filters:

   • incident.state = closed

   • sys_journal_field.sys_created_on > incident.closed_at

   • sys_journal_field.sys_created_by = incident.opened_for

[Tal5]

@Udayrathore049 

Hi, thanks for the reply. I would appreciate your help.
I think I'm missing something.
I created a Database View as you mentioned, as can be seen in the image (1).
But I couldn't figure out where I place the filters as you mentioned later in the message.
Can you help me with this?

Thanks in advance.