How reopen count field works on the incident form?

Ksnow
Tera Contributor

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?

 

1 ACCEPTED SOLUTION

Anil Lande
Kilo Patron

Hi,

Below configuration is responsible for increasing count.

1. A business rule to increate count:

AnilLande_0-1667212406657.png

and it run when below condition is true:

AnilLande_1-1667212479938.png

 

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

 

Please appreciate the efforts of community contributors by marking appropriate response as correct answer and helpful, this may help other community users to follow correct solution in future.
Thanks
Anil Lande

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3 REPLIES 3

Anil Lande
Kilo Patron

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.

 

Please appreciate the efforts of community contributors by marking appropriate response as correct answer and helpful, this may help other community users to follow correct solution in future.
Thanks
Anil Lande

kamlesh kjmar
Mega Sage
Mega Sage

Hi @Ksnow ,

 

Below is the BR that calculates the Reopen count in incident

 

kamleshkjmar_0-1667212030644.png

 

I Hope this helps.

 

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

 

Regards,

Kamlesh

 

Anil Lande
Kilo Patron

Hi,

Below configuration is responsible for increasing count.

1. A business rule to increate count:

AnilLande_0-1667212406657.png

and it run when below condition is true:

AnilLande_1-1667212479938.png

 

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

 

Please appreciate the efforts of community contributors by marking appropriate response as correct answer and helpful, this may help other community users to follow correct solution in future.
Thanks
Anil Lande