filter\report on reopened incidents

[craigfear]

Hello! 

fairly new to this aspect to ServiceNow, im coming from being an agent creating the problem to being the one that has to find the problems 🙂 

Long story short i am looking for ways to create filters in Servicenow based on users reopening incidents that are currently open between a set of dates, i currently do not care about incidents that are closed i just want to run this report\view these on the currently active 200 incidents and see the number of times a user reopened the incident as the users issue is not getting resolved and the agents keep closing the incident due to "no contact" or various reasons. 

the only key words that would be constant would be the state being closed\under additional comments it would show solution rejected.. 

[Mark Manders]

Agents are providing solutions, right? At least: we have them for that. I won't tell them otherwise, or we may get busier.

But good news for you: on the incident form, there is a field called 'reopen count'. You can just report on all incidents within your timeframe on which reopen count is not empty or is not 0.

[craigfear]

Thanks for the reply, will this work with filters or does it HAVE to be a "report"?

Current filter im using

Active is True

assignment group is the workstation team

reopen count is 1 

this produces 3 incidents 

i manually went thru the list of 93 incidnts opened between the dates of open active incidents and found 20 

[Mark Manders]

That also works on lists. But if you are only looking for incidents that have '1', it won't show you any others. Do a group by on 'reopen count' and you will see all of them, including the ones that have been reopened multiple times.