A report on "how many days between a ticket being closed and then reopened".

Wade Shull
Tera Contributor

‎01-31-2024 09:10 AM - edited ‎01-31-2024 11:23 AM

I need a report that shows the time between when an incident was closed to when it was reopened by someone.  We are looking at decreasing the time from 10 days (auto close) to 5 days.  I am not sure on how to decipher the initial close date from the final close date as well as how the system identifies the reopen date.

 

Update:

I was able to locate the Reopen time (last reopened at). Now i just need to find...the original close date before the reopen incident occurred. 

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Bernd Hoffmeier
Kilo Sage

‎02-08-2024 04:49 AM

So I assume "closed" means "resolved" because reopen closed incidents is bad practice in general. And because you are looking for reducing the auto-close time, I guess you mean resolved.

 

In that case you get an additional time stamp "resolved_at" that is set when the incident is set to resolved. So you can compare your reopened_time with resolved_at.

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