Hi all, I wanted some advice on whether I'm doing it right, whether it's from best practices on the workflow or the reporting criteria used.
Scenario: I pull the ServiceNow report last month to find out created date of each ticket. However, when I pulled today, some of the tickets 'created date' changes. In terms of workflow, when a ticket reaches a team, and they need to transfer it to the correct category, a new ticket number is assigned to the original request with the state 'Cancelled' and the 'Created Date' will change.
I'm not sure if it's:
1. the created date field, whether it's the correct field or are there more than one type of 'created date' fields. OR
2. the workflow of the team, whether this is the best practice.
Any thoughts?
