Re: List Tickets That Have Been Reopened
Frank, On the Incident or HPD:Help Desk form there is a field called 'Re-Opened Date'. The field is set by workflow. If it hold a value the ticket have been reopened. Search for 'Re-Opened Date' != $NULL$ should give you all the reopened tickets. Regards, Terje -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ken Pritchard Sent: Friday, January 10, 2014 3:53 PM To: arslist@ARSLIST.ORG Subject: Re: List Tickets That Have Been Reopened You can probably do something where the statushistory.time.resolved field is not null and the status is less than resolved. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso Sent: Friday, January 10, 2014 9:51 AM To: arslist@ARSLIST.ORG Subject: List Tickets That Have Been Reopened ITSM 764 sp2 Is there way to query for Incidents that have been reopened? I can get the list of Incidents that have been reopened and are currently still unresolved but need to be able to get all tickets, regardless of current status, that have been reopened. Thank you Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: List Tickets That Have Been Reopened
Hi Team, We can achieve below functionality by using 'z1D Char01' = Reopen qualification in report console-qualification tab. It will show the all incident tickets that have been reopened. Also, there is field Kickback_Count which stores how many times the ticket is reopen from resolved status. -- Regards, ITSM Support Shruti Lakhote Vyom Labs Pvt. Ltd. BSM Solutions Services || ITIL Consulting Training Email: [hidden email] || Web Site: www.vyomlabs.com Follow Vyom Labs http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue Sent: Monday, January 13, 2014 3:48 PM To: arslist@ARSLIST.ORG Subject: Re: List Tickets That Have Been Reopened Frank, On the Incident or HPD:Help Desk form there is a field called 'Re-Opened Date'. The field is set by workflow. If it hold a value the ticket have been reopened. Search for 'Re-Opened Date' != $NULL$ should give you all the reopened tickets. Regards, Terje -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ken Pritchard Sent: Friday, January 10, 2014 3:53 PM To: arslist@ARSLIST.ORG Subject: Re: List Tickets That Have Been Reopened You can probably do something where the statushistory.time.resolved field is not null and the status is less than resolved. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso Sent: Friday, January 10, 2014 9:51 AM To: arslist@ARSLIST.ORG Subject: List Tickets That Have Been Reopened ITSM 764 sp2 Is there way to query for Incidents that have been reopened? I can get the list of Incidents that have been reopened and are currently still unresolved but need to be able to get all tickets, regardless of current status, that have been reopened. Thank you Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: List Tickets That Have Been Reopened
You can probably do something where the statushistory.time.resolved field is not null and the status is less than resolved. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso Sent: Friday, January 10, 2014 9:51 AM To: arslist@ARSLIST.ORG Subject: List Tickets That Have Been Reopened ITSM 764 sp2 Is there way to query for Incidents that have been reopened? I can get the list of Incidents that have been reopened and are currently still unresolved but need to be able to get all tickets, regardless of current status, that have been reopened. Thank you Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: List Tickets That Have Been Reopened
Hi Frank, I don't remember the form name off the top of my head, but if you're talking ITSM then I'm pretty sure there's a Push Fields filter on the HPD:Help Desk form that fires whenever the Status field value changes and pushes a new record into another form with some audit details. You should be able to query this audit-like form for records where any give INC# has more than one Status field change to Resolved or Closed. HTH, --Phil From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On Behalf Of Frank Caruso [caruso.fr...@gmail.com] Sent: Friday, January 10, 2014 09:51 To: arslist@ARSLIST.ORG Subject: List Tickets That Have Been Reopened ITSM 764 sp2 Is there way to query for Incidents that have been reopened? I can get the list of Incidents that have been reopened and are currently still unresolved but need to be able to get all tickets, regardless of current status, that have been reopened. Thank you Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: List Tickets That Have Been Reopened
Try the form HPD:HelpDesk_AuditLogSystem Regards, Roney Samuel Varghese Sent from my iPhone On Jan 10, 2014, at 9:58 AM, Murnane, Phil pmurn...@windwardits.com wrote: Hi Frank, I don't remember the form name off the top of my head, but if you're talking ITSM then I'm pretty sure there's a Push Fields filter on the HPD:Help Desk form that fires whenever the Status field value changes and pushes a new record into another form with some audit details. You should be able to query this audit-like form for records where any give INC# has more than one Status field change to Resolved or Closed. HTH, --Phil From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On Behalf Of Frank Caruso [caruso.fr...@gmail.com] Sent: Friday, January 10, 2014 09:51 To: arslist@ARSLIST.ORG Subject: List Tickets That Have Been Reopened ITSM 764 sp2 Is there way to query for Incidents that have been reopened? I can get the list of Incidents that have been reopened and are currently still unresolved but need to be able to get all tickets, regardless of current status, that have been reopened. Thank you Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
