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1. Re: Incident create on back date from Remedy Console
Muhammad Faizan Iftikhar Sep 7, 2018 2:01 AM (in response to Muhammad Faizan Iftikhar)Hi Techies !! Kindly guide Satrughan Mahato Paul Donders
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2. Re: Incident create on back date from Remedy Console
Paul DondersSep 7, 2018 2:09 AM (in response to Muhammad Faizan Iftikhar)
We not remove 'OPENED DATE' from the layout, and add "Creation date"? I personally would remove even both, and just add 'Created date' to the console Column header only. On create the dates are auto populated anyway and by removing this field it will reduce extra scrolling.
Creation date is always set to 'now', while Opened date can also be in the past. Second option is that you can create a validation rule on Opened date to validate that the value should be now on create, but I would not go here. In some exceptional scenario's you want a date in the past.
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3. Re: Incident create on back date from Remedy Console
Muhammad Faizan Iftikhar Sep 7, 2018 2:26 AM (in response to Paul Donders)Thank you Paul !!!
What is in your point of view where we require date in the past while creating an incident, that will help to understand.
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4. Re: Incident create on back date from Remedy Console
Paul DondersSep 7, 2018 2:32 AM (in response to Muhammad Faizan Iftikhar)
1 of 1 people found this helpfulSometimes it’s relating to monitoring jobs, like something was detected earlier, but not automatically raised.
As a result, to have correct SLA the opened date needs to be in the past.
Hope this would make sense
Paul Donders
InfraVision
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5. Re: Incident create on back date from Remedy Console
Muhammad Faizan Iftikhar Sep 7, 2018 5:25 AM (in response to Paul Donders)Do I need to create validation rule to restrict user to raise incident in current date only? If yes then what condition will be use....
Thanks
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6. Re: Incident create on back date from Remedy Console
Paul DondersSep 7, 2018 5:27 AM (in response to Muhammad Faizan Iftikhar)
1 of 1 people found this helpfulI would not do that;
In such a rule you want to check Current date (now) = Created date...
I would make it simple, just remove Opened date, and add Created date
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7. Re: Incident create on back date from Remedy Console
Muhammad Faizan Iftikhar Sep 7, 2018 5:51 AM (in response to Paul Donders)Thank Paul for your input !!!
I have checked both options on sandbox and found Created date is better on both.
Much Appreciate it
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8. Re: Incident create on back date from Remedy Console
kedar zavarSep 7, 2018 7:07 AM (in response to Muhammad Faizan Iftikhar)
Another way - You can also add a read only open date field. So just remove out of box filed and create formula filed of date and time referencing to that and add to layout.
Kedar