Report on Incident state changed from New to Resolved

[Ujjwala1]

Hello there,

I have a need to build a report that can flag incidents that changes status

From: New

To: Resolved

Basically I wanted to check if "New" incidents are being set to "Resolved" state directly. 

Could anyone help me in this.

Thank you,

Ujjwala

[Sulabh Garg · Accepted solution]

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

[Eddie5]

Sys_audit table does not helps ! 
Can you please help, which filters shall be used in Indicator/Source to pull snapshot of data with previous states ?