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

[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.

[Rushit Patel2 · Accepted solution]

Hi,

its because this line in above mentions B.rule.

if (current.closed_at.nil())

  current.closed_at = gs.nowDateTime();

remove If condition then it will work fine.

i hope this helps.

[porknan]

Hi,

Do you have any idea on how to fix this one?