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How does Resolved date get set in Next-Gen Service Management

We use Service Management (next gen) heavily. What we see repeatedly is that Resolved (date) is never set. 


The status is set to Done. History shows that as well. But 

a) the ticket is unresolved

b) there is no "resolution" field available in next gen

c) as a result we have no way of finding the equivalent of Resolved date.

There must be a solution to this, but we sure cannot find it looking around.

1 answer

0 votes
Mikael Sandberg Community Leader Feb 08, 2021

You could use automation to set the date once the ticket reaches a specific status. As you have noticed, next-gen do not have a Resolution field. In classic projects the resolution date is set when the resolution is set to a value. 

We could - and might need to pursue that.

But doesn't this seem fairly fundamental e.g. when was it done?

Mikael Sandberg Community Leader Feb 08, 2021

It does, but next-gen projects are different then classic ones, and have restricted functionality. Resolution is normally set using a post function in the workflow, and next-gen project do not have workflows (which is changing). Another option 

Can't do it via the workflow unfortunately.

I did get this to work via Automation, thanks for that clue Mikael!

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