Reporting against reopened incidents

[sdwinegard]

I am trying to develop a report in Service-Now that will bring back any Incidents that were Resolved/Closed and then reopened by an end user. I have a rather simple way in place which involves exporting a list of all incidents to Excel and then looking in the Work Notes for the following string:

"The caller did not feel that this issue was resolved"

I'd prefer to be able to apply this filter in a custom report within Service-Now. Problem is, I can't find the work_notes field when trying to create a report in Service-Now.

Has anyone else done this? Any thoughts/suggestions?

[ShaneBrazeal]

In the past I've added a true/false field to incident called u_reopen or something similar and then set it to true in the Update Incident (BP) inbound action.

if (email.subject.toLowerCase().indexOf("please reopen") >= 0) {
  current.incident_state = "2";
  current.u_reopen = 'true';
  current.work_notes = "The caller did not feel that this issue was resolved";
}

This way you can easily run reports to see reopened incidents.

[scottatah]

This is a bit of an old topic, but I came across it while looking for a way to report on the date of an Incident being reopened.   I suspect I need to create a metric, unless performance analytics can help me.   Regardless, I've never done either.   Research continues.

In regards to your issue, there's an Incident.reopen_count field and a Reopen Count business rule. These basically increment the counter by 1 every time the state changes from Closed/Resolved to something else.

You can then create a report to say reopen_count > 0 to find your reopened incidents.

[pieter_goris]

Scott,

I suppose you could also create a (hidden) date field on the incident table and a rule that will populate the field with the sys date when the incident gets re-opened. (Similar as to when an incident gets closed or resolved.) This will only show the latest date when the incident was re-opened. You could easily use this date in reports, indicators, but also list views.

Cheers, Pieter

[Armacar]

Hi Pieter, I just sent you a request to follow you, I can clearly see you are such an Analytics Master, I would like to know how exactly you can do what you responded here because that's exactly what I need.

Thanks and Regards!