How can I report on the date an Incident was reopened?

[scottatah]

We currently make use of the incident.reopened_count field and the Reopen Count business rule.   They essentially increment the reopen_count when the state is changed from Resolved to any other state excluding closed.

I've recently received a request to be able to report on how many incidents were reopened in a particular month.   The problem is, although I can see when a ticket was reopened via the activity log, there's no date tied to the reopening of a ticket and i'm not even sure where that would store.   How would I go about configuring the system to track and thus be able to report on this??

Thanks,
Scott

[Mike Allen]

You can use sys_history_line and report on label State where old is one of your 'closed' states (resolved, closed, etc.) and new is one of your open states.   Set will tell you what incident and update time will tell you when.

[reddysurendra]

Thank you @Mike Allen 
This Solution helped me to get data for long required data.

use case: All records that are changed from one state to another state.

[iPrashantG]

Hi Scott,

Create new report and use data mentioned in below attachment.

Reopen count in filter condition is by-default available.

Please let me know if this helps.

-

Thanks

Prashant

[Paul Porter]

Hi Prashant,

I can see your screen capture is from Fuji.   I'm on Eureka Patch 10 and currently testing Fuji Patch 5 in my dev instance.   The field you're referencing for the Filter Condition is not a default field available in either version.   Can you elaborate where this field comes from?

Thanks,

Paul