Topic by MTSponeal
Content
Hi, I am looking to create a report and fetch it via the Connect API. The report should be all incidents for a certain time frame that are solved. By solved I mean the incident cannot be re-opened. Is there a way to find such incidents?
We already know about MYQ_REOPEN_DEADLINE and the associated customer portal (CP) configurations to prevent end-users from re-opening solved tickets. Those settings are in place and defined for us. We are also implementing a workspace rule to prevent our agents from changing the status back from solved once it has been set to solved in the support console.
All that is great but since it's possible a ticket could be status = Solved today and our MYQ_REOPEN_DEADLINE is not passed, the end user could reply to the incident and now the status = Updated.
What I am searching for is a flag/field that I can look at to tell me if the incident is one that CANNOT be re-opened by a customer.
I see that incidents has a incident.status_id as well as an incident.status_type and I thought I could look at incidents.status_type to filter out anything that is NOT solved. But is is a reliable way to check? Any ideas or pointers would be appreciated.
Thanks!
