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reopened cases

ishaanram04
Kilo Contributor

‎03-28-2025 10:30 AM

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.

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Robert H
Mega Sage

‎03-29-2025 09:12 AM

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
Tera Contributor

‎02-24-2026 12:16 PM

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.

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