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RN: Reporting on SR status changes (specifically from closed back to an open status)

Received Response
edited Nov 18, 2017 4:31PM in Reporting & Analytics for B2C Service 2 comments



Complete and utter n00b here (long time lurker), so apologies if I say something stupid or name anything incorrectly.  My query relates to Oracle RightNow.

My job revolves around managing and reporting on around 40,000 SRs which collectively go out to various customer service teams across the country. I've had a request from one of the team managers requesting a list of all SRs which have been closed but then reopened later down the line. I'm thinking I probably need to access some kind of audit table to see this, but I have no idea which components to use in my reporting. I've looked through various data tables and done the usual Google search. This will also be the first report I've ever created.

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