Trying to determine why the closed by field is blank on some Closed Incidents

[jmoorman]

There are a good number of incidents that have been Closed (Automatically) but the Closed by value is blank, not populated with 'system' or the name in Resolved By. Any ideas on why this would happen?

[Anurag Tripathi]

That is really something new. If these incidents were created in the system itself and not imported from somewhere else then i think its time to call HI support. What about the created and created by fields?

[zica]

Jason,

We had something similar in our instance as well with the state field. Some some reason, we had '(6)' as value populated on state when the call been closed completed.

The reason was that every time we opened the record (even just to look at it, no change, no save at all on the form), it sent an update to the third party application (webservices), even if the call has been closed completed. The consequence was the call was reopened with the value of '(6)'. I saw it on activity filtered of the form.

I am pretty sure that you've got the same pb. I the closed by field is not populated, it means that the call is not closed completed as it should be. Give a try to create a new brand incident and then to close it. I bet you will get your name in closed by field.

Try to further examine business rules that are been triggered when the incident is supposed to closed complete.