Reopened Problem with Major incident tagged count

[Sathish Kumar S]

Hello All,

I have the below requirement for metric definition. Kindly let me know the approach and the script to be used without creation of a new field/attribute.

Trigger Condition – Problem Reopened

Given a Problem Record is in the state Resolved - Fix Applied or Closed - Fix Applied,

When it transitions back to the Root Cause Analysis state,

Then the system must flag it as reopened

Trigger Condition – Major Incident Linkage

Given a Problem Record has been flagged as reopened,

When a Major Incident is linked to this Problem Record after the state change,

Then the system must count this as one Major Incident repeat. This would be timestamped based on when the MI was linked to the Problem to support the reporting requirement.

Repeat Count Logic

When additional Major Incidents are linked to the same reopened Problem Record,

Then each linkage must increment the repeat count by 1.

Regards,

Sathish Kumar

#problem #itsm #majorincident

[Dr Atul G- LNG]

Hi @Sathish Kumar S 

I would suggest creating a new field instead of using a metric because the system needs an attribute to start the flag, value, or track movement between states. Adding a new field makes it easier to build the logic, similar to what we have in the incident table.