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Re-Opened Incidents after Solved

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edited May 9, 2018 2:49PM in Reporting & Analytics for B2C Service 3 comments

Content

Hello-

Does anyone have a quick expression or way to identify when the inc_performance.intv_type of 'Create to Final Resolve' is different than when the 'Create to Initial Resolved'?  I need to identify incidents where the incident was solved, then reopened (the status was changed to something different than solved) and then solved again.  

It would also be helpful to determine how long between the two were.  So a flag indicated that those end times are different and another column indicating what the difference between the end times were.

Thanks for any assistance!

Vanessa

Version

Service Cloud

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