We frequently log duplicate incidents for customers. I've created a "Customer History" button on the incident form which, when clicked, will display the customer's history - with the most recent incidents listed on top. This is somewhat helpful but my agents rarely use this button proactively when logging incidents since the vast majority of the time, there isn't a duplicate out there. We've also attempted to use the Object Matching feature to find the open incidents. This worked... sort of. However, we frequently got unexplained results from this. I contacted Ivanti Support regarding this and they were unable to help. Basically just told me that this isn't what Object Matching was designed to do.
So, I've been trying to come up with a way to proactively alert my agents by configuring the system to automatically detect and notify them when it finds an "active" ticket for the customer that they are attempting to log a new incident for. I think that I may be on to something but i can't get the expression to work. I've created a Validation Business Rule on the Incident object - see below for a screen print of what it looks like. The "CustomerHistoryBypass" that you see in the expression is just a check box that i put on the Incident form that the agents can check to bypass this validation rule. This would be used in cases where there actually is an existing incident but it does't apply and therefore would not be considered a duplicate. So checking the box would allow you to proceed with saving the new incident.
Here's my problem though, the expression below will run the validation rule whether the customer has a ticket history or not. The CustomerHistory field, while it seems like it should work, it is really just a blank HTML field so i'm not sure what its purpose is but it doesn't work for this. What i need is to find a way to write an expression that looks to see if the customer has a history and if they do, look to see if any of those incidents are in an "Active" status. Does anyone know how to do this?