how to track incidents that changes state directly from new to resolved?

[Ujjwala]

Hello Everyone,

Could anyone suggest me how to track incidents that changes state directly from new to resolved?

Thanks in advance!

[Sulabh Garg]

Hello Ujjwala,

There are multiple ways, Hope it helps.

1) You may check "sys_audit" table and filter out the Incidents which change the state from "New" to "resolved". That means you need to filter out the records with "old value" as "NEW" and "new value" as "Resolved".

2) Use Performance analytic report which capture the previous states as a snapshot.

3) Create backend custom field and write a script to populate value in custom field if state change from "new" to "resolved". However this only workd for future incidents. For past incidents you may need to follow the #1 and #2 approach.

Please Mark ✅ Correct/helpful, if applicable, Thanks!! 

Regards

Sulabh Garg

[Konstantin7]

Create a custom field that would indicate that an Incident went from New to Resolved state.

Create a business rule (BR) that would trigger if:

- state changes

- the previous state is New

- state moves to Resolved

Have the BR run on before and set the custom field (example: check the checkbox).

Then create a report that looks for the Incidents with custom checkbox checked.