Cancelling an incident

[John Vo1]

When I cancelled an incident it marks the Closed field at 11/26/2019.

So if I reopen that incident the Closed info is still showing 11/26/2019 and when I actually close out the incident it will still show the same 11/26/2019.  So now if managers what to run reports on that the time and dates will not be correct.  So how do I get it to where when it's cancelled the Closed field is not populated?

[Anurag Tripathi]

Hi John,

You can write a script(BR Mostly) to clear out the closed field when incident is reopened. That should fix the issue.

-Anurag

[Alberto Consonn]

Hi John,

if you want to change this behavior, you need to change the Business Rule mark_closed in the Incident table, especially you have to change this part of code:

if (current.closed_at.nil())
		current.closed_at = gs.nowDateTime();

If I have answered your question, please mark my response as correct and/or helpful.

Thank you very much

Cheers
Alberto

[John Vo1]

So what would the new code look like? I'm not to proficient at JS.

[Alberto Consonn · Accepted solution]

Try with this code:

if (current.closed_at.nil() && current.incident_state == IncidentState.CLOSED)
		current.closed_at = gs.nowDateTime();

Basically it will populated the Closed date/time field only in case of Incident closure and NOT in case of Incident cancellation.

If I have answered your question, please mark my response as correct and/or helpful.

Thank you very much

Cheers
Alberto