Modify Closed Request Date
Advent ServiceDesk Support,
Is the there a way to go back on a closed request and change the closed date?
This is important! Tier2 and Tier3 support many times may enter Request(s) into SD+ for historical purposes and for solutions tracking. This involves ITIL Problem Management and Change/Release Control and skews the times that the request was unresolved.
Other software packages provide this as an option. This option should be available as an SD Admin to modify the closed date. Of course this option shouldn't be available to all technicians, just Tier2 support or strictly SDAdmin.
Thanks
--Pete
Is the there a way to go back on a closed request and change the closed date?
This is important! Tier2 and Tier3 support many times may enter Request(s) into SD+ for historical purposes and for solutions tracking. This involves ITIL Problem Management and Change/Release Control and skews the times that the request was unresolved.
Other software packages provide this as an option. This option should be available as an SD Admin to modify the closed date. Of course this option shouldn't be available to all technicians, just Tier2 support or strictly SDAdmin.
Thanks
--Pete