opened date is different than created date

[keerthilatha]

Can I know why opened date is different than created date

[shloke04]

Hi,

It can be a scenario that either of the dates must have been updated using some Background Scripts from backend. If it has been a recent activity for which you have noticed these unusual behavior, check in All logs Module if any background script has run or not.

Hope this helps.Mark the answer as correct/helpful based on impact.

Regards,

Shloke

[keerthilatha]

Unfortunately in prod I dont have admin access.... 🙂

also I dont know that back ground scripts will save back end.? How to check those please explain in detail.

[shloke04 · Accepted solution]

Hi,

You need an admin access, else you cannot debug this. Either contact your System Admin account user to debug on your behalf or if you get the Admin access, Navigate to "All" Module under System Logs Application Menu to check the log only if it's a very recent activity else I doubt you won't be getting this on logs also.

Also can you navigate to this Incident form and Right click on the header and select "History-->List" as shown below:

Post click on this, search for "Opened By & Opened Field" as shown below:

Open these Records and check User Name , Old Value and New Value,Update Number which will give you the details if these fields has ever been updated as shown below:

Note: But for this also I guess you would require admin credentials, you cannot debug without admin Role.

Regards,

shloke

[keerthilatha]

Ok i will check for admin access. and update you the status. mean time can i know any other areas I have to check

[vinothkumar]

I hope it might be updated using some background script. I suggest you check for the similar record and if you get more number of record, better solution is to raise a HI Ticket.