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Our group is having a problem with seeing cases that are reactivated. Most times these cases are resolved but the customer responds to the email telling them the case has been resolved. This forces a reactivation. Some times it is a simple "thanks", but there are times that these responses contain more information on the original case.

I have not found a way to FILTER all cases that have been reactivated. I am not finding that as an option in the status. Is there anther way to filter these types of situations?

flag	asked Aug 18 2010 at 14:23 DrewBe 51●3

I updated my answer. Resolved is the search axis you want to use, not Closed. A case can certainly be reactivated before it's ever closed (as a matter of fact, that's usually what happens). – Greg Saven♦ Aug 25 2010 at 16:36

Greg Saven · Accepted Answer · 2010-08-25 16:30:11Z UTC

While there is no Reactivated search axis, you can get the same result using the Resolved and Status axes. Searching on the following will display all currently active cases that were ever resolved (thus we know they have been reactivated):

resolved:..now status:active

You may want to narrow the results by specifying a time range (e.g., the last 30 days resolved:-30d..now) rather than everything up to now. Check out the search help page for more info.

Filter by Reactivated

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