Diff between Created and Opened

sunilsafare · ‎03-26-2016

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 · ‎03-26-2016

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

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Gerry Crumbley · ‎12-22-2017

OK, so if we have Inbound Actions set to create an Incident on new email, is this a correct assumption?

CREATED = when the email arrives and INC is created

OPENED = when the User opens the INC

Question:

so an email comes in > New Incident is CREATED > User opens the INC, but realizes it is not one he needs to work on so does not assign it to himself. Is it marked as OPENED at that point?

Parneet1 · ‎07-19-2019

Hi Gerrycrumbley,

If we have Inbound Actions set to create an Incident on new email, 'Opened' and 'Created' would have the same value. 'Opened' is the time when a user clicks on 'New' Button on Incident. It has nothing to do with the time when a user opens up the form to take some action on it. In this case, the 'Opened' value would not change.

In case of Inbound Actions, since the creation of a record is an instant process, there won't be any difference in these values.