Notifications

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Symptoms


When a case is resolved, the "resolved" date (resolved_at) is populated only the first time the case is marked resolved. If the case is re-opened, the "resolved" field does not get cleared and is not populated with the last date/time the case is ultimately resolved.

Release


Kingston, London

Cause


Out of the box expected behavior since ServiceNow has nothing to clear these fields when the case is reopened.

Resolution


Attached is the out of box business rule to this incident. You can navigate the the following URL in one of your instances that you have access to. Just change "InstanceName" in the URL with your Instance. 

https://InstanceName.service-now.com/nav_to.do?uri=sys_script.do?sys_id=96061c55677032004792adab9485efe1 

Building a similar business rule for your customer service case table should resolve this issue. 

 

Article Information

Last Updated:2019-05-21 11:49:43
Published:2018-12-27