Search for reopened tickets

RT Users
1

Hi,

is it possible to find tickets that were reopened one or several times with a standard search? If not, how can i find them? I guess by something like StatusChanged … ?

Thanks in advance,
Maurice

1 Like
3

There’s no direct TicketSQL operator for this — the ticket search language works on current ticket attributes, not transaction history, so you can’t express “was ever transitioned from resolved back to open” in a standard search.

Transaction Search is probably your best starting point if you want to query historical data without any custom development. In the RT

Search for transactions of Type “Status” where the value changed from a resolved/inactive status back to an active one.

A scrip is the most reliable long-term solution if you want this to be a repeatable ticket search. Create a numeric custom field (e.g. “Reopen Count”) and a scrip that increments it whenever a ticket transitions from an inactive status back to an active one. Once in place you can search CF.{Reopen Count} > 0 or CF.{Reopen Count} > 1 in TicketSQL forever after — the downside being it only captures reopens going forward, not historical ones.

4

I was also having such question in mind. I had a topic before here but my account got deleted and now want to see the existing ticket but got no luck. Plus I also don’t remember the title too

5

The RT interface is optimized for displaying the current state of tickets and is primarily intended for day‑to‑day handling. Its built‑in search functions are great for answering “What is the status right now?”, but they do not provide the depth and flexibility needed for historical analysis.

For comprehensive reporting we therefore rely on an external analytics platform. By exporting the RT database on a regular basis (e.g., into Metabase or Seatable) we can build fully‑featured reports, KPIs and dashboards that cover every point in a ticket’s lifecycle. This approach lets us track metrics such as tickets created over time, queue transitions, time‑to‑first‑response, reopen rates (by day since close), and many other process‑management indicators—without having to pre‑define counters or custom fields inside RT.