How to find where a field is being updated?

[porknan]

Hi,

I'm trying to find out where/when a certain field is being updated.

Its called 'Closed_at' and it logs a datetime when the end user closes an Incident.

I just cannot seem to find out where/when its being updated.

I've had this issue a few times and I am hoping someone will be able to tell me a way of being able to do this in the future   - possibly a "FIND" or simular.

Why am I looking for this field?

As stated above, when the incident is closed by the end user, this field is updated with a datetime BUT if the incident is reopened then closed again, it does not update with a new datetime, it instead keeps the original datetime which is of course incorrect.

Thanks in advance.

Stuart

[Rushit Patel2]

Hi,

it is being set by 'mark_closed' business rule on Incident table.

so you can see in the image...at line 11 it is checking if closed_at field is not empty then dont do anything. i guess u need to modify that acording to your need.

i hope this helps.

(mark helpfu/correct/like if it helps)

Regards,

Rushit Patel

[porknan]

Hi rushit patel

Thank you for pointing out where this code is.

I dont think that the 'mark_closed' buisness rule is triggered anymore once the ticket has been resolved which i think is the issue here.

Here is a basic flow:

1. User open tickets.

2. Resolver resolves ticket.

3. User accepts resolution and ticket closes.

4. 'Mark_Closed' business rule is run and the 'Closed_at' is populated.

Thats all fine and working as it should.   The issue occurs at when the following happens after :

1. The above ticket gets re-opened.

2. Ticket is then resolved again.

I don't think the 'Mark_closed' rule is run again.

[Brad Tilton]

I think Rushit is probably right, but any time you want to know what is acting on a field you can use the field watcher. Great troubleshooting tool.

Field Watcher - ServiceNow Wiki

[porknan]

Hi Brad, any ideas on how to fix this one?