Best approach to calculate percentage of reopened incidents

[Bobby Flake]

Team,  I am struggling to create a formula indicator to calculate the percentage of Incidents that have been reopened.  I don't see an out of the box indicators (automated or Formula).  Any advice is much appreciated.

[bammar]

Well if all else fails - Add a field to incident true false called Reopened - if the state ever changes from say Resolved to one of the active states, make a Business rule that marks Reopened true. Then at the end of the mth- you can see ALL reopened Incidents, and divide by Resolved and get your percentage.

[bammar]

Wait there is a field in Incident called Reopen count- so if that is above 0 you can use it for your calculation. 

[Pranesh072 · Accepted solution]

there is already OOB formula indicator for that 

https://[instance].service-now.com/pa_indicators.do?sys_id=e47fc7e6539003000d620d0323dc343a

[RP1978]

Hi Can you please show me the steps to pull the report for reopen using OOB. 

Also if you can help he setup filter to find other reports like MTTR, Reopen, FCR, Ecalated incident count, Aging Incidnets for more than 10 days. I'll appreciate your help.