How to track reopen of resolved tickets

[schmidt4081]

We would like to track how many incidents have been reopened after being marked resolved.

[Michael Jones -]

There is an out of the box field on the incident table called "Reopen count" populated by a business rule named "Reopen Count". This field will increment whenever an incident is either Resolved or Closed and switches back to In Progress. That might fit your needs - any incident where Reopen Count <=1. 

If not, you can examine the way this was implemented (you'll also need to look at the script include used in the condition and make a modified version) and create your own field and process to flag an incident specifically when it moves from Resolved back to In Progress. 

I hope this helps!

If this was helpful, or correct, please be kind and mark the answer appropriately.

Michael Jones - Proud member of the GlideFast Consulting Team!

[ParathJP]

Create a Report with Incident table & choose condition reopen count greater than 0, you will get the results.