Diff between Created and Opened

[sunilsafare]

Hi Friends,

What is the difference between Created(sys_created_on) and Opened(opened_at) fields in task table. Both captures the date/time when the record is inserted into the task table.

On which field SLA gets triggered and do they have any significance?

Please let me know your thoughts

Thanks in advance!

Regards,

Sunil Safare

[Vikas-Malhotra · Accepted solution]

Hi Sunil,

There is a difference.

The 'Opened' field is populated with the timestamp that a user 'Opened' the ticket for the first time client side.

On the other hand, the 'Created' field is the timestamp of when the record was submitted and 'Created' server side.

For example, technician Sally presses 'Create new' under the incident application at precisely 10:00 a.m.. She spends approximately 5 minutes entering field information before pressing submit.

For this record, the 'Opened' field would be populated with 10:00 a.m., and the 'Created' field would be populated with 10:05.

For items such as REST inserts, or record producers, since this creation and opening is technically instantaneous from the form perspective, this is why you probably see identical opened and created values.

Thanks and Regards,

Vikas Malhotra

[sunilsafare]

Thanks Vikas.

Could you please also let me know which is the better field to consider calculation of SLA and incident closure times?

Regards,

Sunil Safare

[Vikas-Malhotra]

Hi Sunil,

SLAs must be created based upon the created field and not on opened.

The reason is that SLAs should be attached after the record is created not when the user decided to create the ticket.

Thanks and Regards,

Vikas Malhotra

[sunilsafare]

But most of the OOB rules are built based on Opened field like mark_closed, mark_resolved. So I am little confused here for SLA calculations.

Thanks,

Sunil Safare