How to Create a Report to Show Reopened BMC Helix Remedyforce Incidents

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    PRODUCT:

    BMC Helix Remedyforce Service Desk



    PROBLEM:

    How to Create a Report to Show Reopened BMC Helix Remedyforce Incidents


    SOLUTION:

     

    To generate a report on re-opened cases.

    1. Create a new field - type checkbox ( name as Case closed)
    2. Write a work flow rule that will tick the checkbox whenever case will be closed.:-

    Rule Critera: Closed date Not Equal to Null
    Create Work flow action : Filed update:-
    Checkbox option = True

    3. If a case gets reopened, the checkbox will still be checked
    4. Create a report on Incident with 2 filters :-
     
    CaseClosed = True and 
    Closed date = Null

    5. Run the report
    6. Verify the reopened Incidents are returned.

    NOTE: This will not work for new records.

     


    Article Number:

    000152752


    Article Type:

    Solutions to a Product Problem



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