How to report on closed incidents subsequently updated

[Sue C]

Hello - wondering if anyone knows how to make a report that will show  closed incidents subsequently updated

I can make a report showing incidents closed within say last 30 days with columns for both closed date & last updated date ... but how to narrow down to cases where last updated date is after the closed date?

(In our instances there is an issue with users sending back comments by replying to notifications by emails which update the closed ticket ... but these tickets no longer appear in queues being monitored by resolvers team as they are closed => comments are missed )

[bradleydebono]

Hi Sue, 

OOTB an Incident is "Resolved" for x days where it can be reopened prior to moving to closed. Once closed, Incidents shouldn't be reopened. 

If an incident is reopened after being "Resolved", there is a field called "Reopen count" which ticks up. 

You could report on this. You could see all Incidents where "Reopen count >= 1" and then add any other filters you might need. 

If this has helped/solved your query. Please mark it as helpful and/or as the solution! It really helps me out.

[Sue C]

Hi Brad,

The issue is occurring with incidents that are closed state.  They have already been in resolved state and 3 days have gone past and the system has then closed then ..... such that they can no longer be reopened.   Then the end user replies to an email notification which adds their comment to the closed incident ..... but nobody sees the comment.

So I am trying to work out a way to create a report showing closed incidents .... when closed date is before last updated date ... but haven't been able to work out how to do this.  Hoping somebody could help.

KRs

[bradleydebono · Accepted solution]

Hi Sue, 

I see, thanks for clarifying. You could probably report on the "Closed" field against the "Updated" field. 

"Closed" gives the date/time that the Incident was Closed. 
"Updated" gives the date/time that the Incident was last updated. 

In my PDI this seems to work when I build this condition...

"State" = "Closed" AND

"Updated" is different hour from "Closed"

Or...

state=7^sys_updated_onNSAMEASclosed_at@hour

[Sue C]

Hi Brad,

You are a star!  Thanks for that - it worked perfectly.  I hope other are able to leverage this as well.

Kind regards

Sue