Report on the reason why an ncident was reopened
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07-25-2024 03:53 AM
Good afternoon everyone
I really really need assistance today please. I have been battling with the same thing for a week.
I tried client scripts, ui policy, ui action etc.
My goal is to report on the reason why an incident was reopened. By default the reason is stored in the additional comments field so it is impossible to report on the reason because it brings back all the additional comments.
Any suggestions please?
Regards
Thereza
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07-25-2024 04:05 AM
Try this way:
1. Create a Custom Field for Reopen Reason
2. Update the Reopen Reason Field Using Business Rules whenever reopen incident happen
3. Create a Report and add the custom field on column and filter that reopen the count is grater than 0 it will give incident list
Please mark helpful & correct answer if it's really worthy for you.
Thanks,
BK
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07-25-2024 06:50 AM
Hi BK 🙂
Can you please be more spesific as to what to fill in in the business rule? I don't have a lot of experience and not sure how to create the business rule.
