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Current re-opened tickets

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edited Jun 10, 2015 11:48PM in Reporting & Analytics for B2C Service 3 comments

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Looking for some thoughts on how to capture tickets that are currently re-opened. We allow tickets to be reopened within 14 days of resolution, though we don't have a status specifically for re-opened tickets. So in other words, what tickets where Status Type <> Resolved and have been in Status Type = Resolved in the past. Here's my initial thought, just not sure if it's the best approach:

Filter on inc_performance.intv_type = 7  "Create to Initial Resolved". Then filter on Status Type <> Solved. That should give me all tickets ever resolved, then only those are aren't currently resolved.

That approach sound good? Any better approaches?

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