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?

[Deepak Ingale1]

Hi Shane,

You first export report on incident table and there is a field with name 'Reopned Count'.

Select filter criteria as 'Reopned Count' is > 0 and you will only be provided with Incidents those were reopened.

[janestone]

Does anyone have a suggestion for how to report on the initial resolver and assignment group prior to reopen as well as the final resolver and assignment group?

[jasonhagen]

I am also interested in how to report on the resolved by who and assignment group values when a reopen occurs.   I know this post is almost a year old; any solutions found for this?