IBM Sustainability Software - Ideas Portal


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Status Not under consideration
Workspace IBM MAS - Maximo IT
Created by Guest
Created on Feb 25, 2016

RELATED IDEAS

monitor reopened tickets in SCCD

Any ticket that has completed its life cycle remains in resolved state. But at the same time we can reopen it, and change its status to 'queue' or 'inprogress'. Now, as per our business requirements we need to obtain list of such tickets that were reopened while creating reports.. Since we don't have any attribute like this in ticket table that can monitor whether a ticket was reopened or not, I created one that can accept values(Y or N). Now in order to enter values in this attribute automatically, I was considering the actual finish attribute and the status attribute i.e - if there is some value in 'actual finish' attribute and the status is not 'resolved' that will mean that ticket was reopened, because 'actual finish' attribute gets value only when a ticket enters resolved state.So, kindly provide a solution to implement this or give a new solution to monitor reopened ticket.

Idea priority Urgent
  • Post comment
  • Admin
    MELODY Bienfang
    Reply
    |     Jan 13, 2022

    Thank you for the idea for IBM Control Desk. At this time IBM development will not be implementing this idea. We will close this idea for now and should it become a priority for many customers, we will revisit it again.

    Feel free to reach out to IBM at https://ibm-ai-apps.ideas.ibm.com/ with all great ideas.

  • Guest
    Reply
    |     Oct 1, 2020

    Thanks for the suggestion. We will evaluate inclusion in the offering. In the meanwhile please open a support ticket if assistance is needed .

  • Guest
    Reply
    |     Apr 12, 2019

    Due to processing by IBM, this request was reassigned to have the following updated attributes:
    Brand - Cloud
    Product family - Workload Automation and Control Desk
    Product - IBM Control Desk

    For recording keeping, the previous attributes were:
    Brand - WebSphere
    Product family - ITSM Automation and Control Desk
    Product - IBM Control Desk

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