Trigger condition to limit one survey per incident

[joerasmussen]

We're using trigger conditions to send our callers a survey whenever an IT help incident is closed to track service satisfaction.  

Occasionally our help desk will reopen a closed ticket (whether or not that's best practice is another conversation), and we want to set a limit on the trigger condition so that if an incident is reopened and then closed for a second time, it won't send a second survey.  I'm stumped on how to enforce that limit.  

[joerasmussen]

Hmm, here's what I've got for that business rule. It looks to me like things should be set up for us to use this, but it's not showing up:

[Ziaur Rahman1]

Hi Joe,

Now I am definitely sure that Reopen field is not true on system dictionary, Please follow the below given steps-

1-Navigate to System Definition

2-Then Click on the Dictionary

See

Then search for the Incident Table

Then click on this record

Now click true for the active field

see

You would able to see this field now condition builder and on slush bucket too.

Go ahead. If it still you face any problem do inform me I will go for script then.

Please mark helpful if you get success.

Regards

Ziaur Rahman

[joerasmussen]

Strange, I'm not seeing the reopen count in the dictionary entries either:

I tried searching to see if it was in a skipped upgrade record, but didn't find anything there. Not sure why this seems to be inactive in our instance

[Slava Savitsky]

I think this field comes with a plugin that is only installed some instances, not all. How old is your instance? What was its initial version when it was provisioned?

[joerasmussen]

we're currently on Istanbul, and have been for a little over a month.

We switched from express to enterprise (initial version: Fuji) sometime last year, I believe, though that was done before my time with the department.