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How to - search for issues which are reopened?

Rumceisz

Hi All,

we need a custom field which shows if the issue was ever reopened. The problem is that we don't use Reopened status: only Open (because of ITIL principles). Ever an issue was closed or resolved and need to be reopened then it will be in Open status again. So we cannot recognize the issues which are reopened because these also have Open status.

Thanks in advance for your advice!

Rumi

Accepted answers

Nic Brough -Adaptavist-

I'd re-introduce re-opened as a status and scribble "ITIL doesn't work for us in this case" on your ITIL docs.

If you aren't willing to do that, then a bodge that might work:

Add a number field called something like "reopened count"
Add a plugin that includes one of the "increment number field" post-functions
Change the workflow - add the new post-function so that it adds one to the new field every time someone uses a "re open" transition

You can now filter for "reopened count > 0".

All comments

Chaithra N

You can use JQL query in filter to get the search result

Example: (status changed FROM Resolved To Open OR status changed FROM Closed To Open).

Nic Brough -Adaptavist-

I'd re-introduce re-opened as a status and scribble "ITIL doesn't work for us in this case" on your ITIL docs.

If you aren't willing to do that, then a bodge that might work:

Add a number field called something like "reopened count"
Add a plugin that includes one of the "increment number field" post-functions
Change the workflow - add the new post-function so that it adds one to the new field every time someone uses a "re open" transition

You can now filter for "reopened count > 0".

Nic Brough -Adaptavist-

And what Chaithra says - that requires no plugins, and might be good enough (the solution I've posted was needed before you could run JQL with "status changed" type clauses, and we needed a reopened counter, so it's persisted)

Natalie Hobson

I personally like a number field; I create one called "Times Reopened", and on transition from Closed to Open I increase the value by 1.

EDIT - Oh jeez, totally didn't see Nic's comment - changed my answer to a comment!

Rumceisz

Hi Natalie,

that's also a good idea.

Sadly it cannot be usable retrospectively (past time):(

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