reopened cases

[ishaanram04]

Hi am trying to generate the reopened cases sn_customerservice_case. i dont see reopen count field but i see only reassignment count and previous state. please help with generating the reopened cases with these available fields.

[Robert H]

Hello @ishaanram04 ,

Unlike Incidents, CSM Cases have no "Reopen count" field. You would need to create it as a custom field with Type being Integer and Default value 0, and then create a Business Rule that increments the value every time the State changes from Resolved to Open.

Regards,

Robert

[MattCD]

The answer above is not quite correct. This information is capture OOB in the sn_customerservice_case_report table along with several other metrics. A row is added for each case record.