How can I report how many times a cases has been reopend? I do not have a reopened option for HR cases.

[Jazmine Morales]

I do not have the "Re Open" option for HR Cases and would like to report on how many times a case has been reopened or if it has been reopened at all. Is there a way to report how many cases have been reopened? 

[piotrkopytynski]

The field is called reopen_count and is defined at the incident table, not on the task table, so you won't have it for HR case.

[piotrkopytynski]

Can you show us the XML of the dictionary entry for that field so that we could determine its source please?

[piotrkopytynski]

Just creating a new field is so boring. Don't listen to that person. You could try to be a little bit of fancy and create a metric definition to observe the state field and then you could be counting the number of metric instances against a specific case. You would have to create a script in your metric definition to only create new metric instances in certain conditions so that you wouldn't have them for every single state transition, but maybe only trigger if state changes to an end state or state changes to an initial state (whatever the start/end value for an HR case is).

**You may need to set up a new business rule on the case table if it doesn't have it yet or the case table does not extend the task table => Define a metric (servicenow.com) => Note: In the base system, metrics are configured to work on the task table only. To apply metrics to cmdb_ci tables, duplicate the metric events business rule that currently runs on the task table for the cmdb_ci table. Without the events created, no metric processing can occur.