How reopen count field works on the incident form?

[Ksnow]

Hi all,

Could you please let me know how "reopen count" field works on the incident form?

Based on what it will update the count?

As far as I know whenever state changes from Resolved to in progress it gets updated. For example: Caller rejecting the solution for 10 times, "reopen count" will be 10. Am I right?

[Anil Lande]

Hi,

Yes, your understanding is correct.

Once incident is resolved caller can reopen it within 5/10 days (based on system configuration). Once it is set back to Open then reopen count increases.

[kamlesh kjmar]

Hi @Ksnow ,

Below is the BR that calculates the Reopen count in incident

I Hope this helps.

Please mark this helpful if this helps and Accept the solution if this solves your issue.

Regards,

Kamlesh

[Anil Lande · Accepted solution]

Hi,

Below configuration is responsible for increasing count.

1. A business rule to increate count:

and it run when below condition is true:

This BR execute when incident state changes from Resolved, Closed, Cancelled to Open/ WIP/Pending/etc (other than closed, resolved, cancelled).