How to get the reopen count for HR cases

Sai vsk
Tera Expert

‎03-13-2023 08:56 AM

Hi,

 

Is there any way other than creating custom field to get how many cases have been reopened in servicenow. There is no field called reopen count in HR case table. Please suggest.

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Syedmd08
Kilo Guru

‎03-13-2023 09:04 AM

Yes, there are other ways to get the number of cases that have been reopened in ServiceNow HR case table, even if there is no specific "reopen count" field. Here are a few options:

  1. Create a custom report: You can create a custom report in ServiceNow to show the number of reopened cases. To do this, you can create a report that includes the "Opened" and "Resolved" fields, and then filter the report to show only cases that have been reopened. You can then use the report to view the total number of reopened cases.

  2. Create a scripted field: Another option is to create a scripted field that calculates the number of times a case has been reopened. You can do this by creating a script that counts the number of times the "reopen" activity has been added to the case record. You can then add this scripted field to the HR case table, and it will automatically update with the number of times the case has been reopened.

  3. Use the audit log: You can also use the audit log in ServiceNow to view the history of a case record and see how many times it has been reopened. To do this, open the case record and click on the "View History" link in the Related Links section. From here, you can see all the changes that have been made to the case record, including any "reopen" activities that have been added. You can manually count the number of reopen activities to get the total number of times the case has been reopened.

Please mark my reply as Helpful and/or Accept Solution, if applicable. Thanks!

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Sai vsk
Tera Expert
In response to Syedmd08

‎03-13-2023 09:16 AM

HI @Syedmd08 ,

Thanks for your response. Can you brief the first point. how to filter using resolved and opened fields?

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Syedmd08
Kilo Guru
In response to Sai vsk

‎03-13-2023 11:15 AM

To filter a ServiceNow report using the "Opened" and "Resolved" fields to show only cases that have been reopened, you can follow these steps:

  1. Go to the "Reports" module in ServiceNow.
  2. Click on "New" to create a new report.
  3. Select "HR Case [sn_hr_core_case]" as the table to report on.
  4. Select "Tabular" as the report type.
  5. Add the "Number", "Opened", and "Resolved" fields to the report by dragging and dropping them from the left-hand pane to the right-hand pane.
  6. Click on the "Filters" tab.
  7. Click on the "Add Filter" button.
  8. In the first dropdown, select "Opened".
  9. In the second dropdown, select "Greater Than or Equal To".
  10. In the third dropdown, select "Yesterday".
  11. Click on the "Add Filter" button again.
  12. In the first dropdown, select "Resolved".
  13. In the second dropdown, select "Less Than".
  14. In the third dropdown, select "Today".
  15. Click on the "Add Filter" button again.
  16. In the first dropdown, select "Activity Type".
  17. In the second dropdown, select "Equals".
  18. In the third dropdown, type "reopen".
  19. Click on the "Save" button to save the report.

This report will show all HR cases that have been reopened between yesterday and today. The report will also show the number of times each case has been reopened.

 

Please mark my reply as Helpful and/or Accept Solution, if applicable. Thanks!

Sai vsk
Tera Expert
In response to Syedmd08

‎03-14-2023 02:07 AM

Hi @Syedmd08 ,

I have tried this but i am not getting the activity type in the filter condition. Can you help me whetehr i need to do some action for getting this?

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