Closed_at update

[Susan Britt]

Has anyone updated the closed_at field on a task (particularly the incident) when it's been reopened?   We allow customers to reopen incidents, if it was closed within the last 2 weeks.   The closed_at date retains the original closed date, instead of clearing out and updating upon the second closure.   This is messing up our reporting, along with UI Actions based on closed date.   I'm looking for the best way to accomplish the getting the closed_at field to update when it's closed the 2nd time.

[sunilsafare]

Hi Susan, I guess you need to write a business rule if it reopened and closed again to capture the recent closed time.

[solutioningnow · Accepted solution]

Hi Susan,

I was also having similar requirements for one of my client. We have created another field to capture Closure time for re-opened tickets and populated the same using business rule.

Please mark answer as correct/helpful if it was really helpful

Regards,

Solutioner

Enhance Knowledge NOW@ www.solutioningnow.com

http://www.solutioningnow.com/

[Subhajit1]

Hi Susan,

I suppose as Solutioner suggested, it is best to make another field to Capture the Second Closure and Onwards. This can be easily done through Business Rules.However, the thing that you will need to take care of is Reporting. You will have to Include the Reopened Count Field>0 Condition to reports you are using to get a Picture of Incident Closure.

Sys_Closed_At should not be touched as Several different Calculations Depend on this field.

Thanks,

Subhajit