How to Prevent Resolution Date from Updating When Agents Edit Resolution Value?

Question

Hello!

In JSM, If agents are allowed to edit the Resolution value, will the Resolution Date automatically update to the date of the change? If this is the case, what steps can we take to prevent the Resolution Date from being altered to ensure historical accuracy?

Thanks!

Vicky

Victoria Aiksa Zapata · Answer

Thank you for your response, to clarify, my concern is specifically about the scenario where an issue is reopened after being marked as "done."  So If agents are allowed to edit the Resolution value after reopening the ticket, what steps can we take to prevent the Resolution Date from being altered to ensure historical accuracy?

Jack Brickey · Answer

Hi @Victoria Aiksa Zapata , The resolution deed is updated based on a transition into a done status category. Changing the resolution value will not impact that date unless the process to allow editing, the value is done by reopening the issue. That is, if you transition the issue out of done, and then back to done the date will be updated.