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All requests "Last Modified Date" is updated during software upgrade. Why?

Jason_MeyerJason_Meyer Customer Advanced IT Monkey ✭✭✭
in Analyst Portal - Community

All requests "Last Modified Date" is updated during software upgrade. Why?


We use the "Last Modified Date" to look at when an 'analyst' has last modified a ticket and when our systems staff upgrades the systems, it usually updates all of these and we lose that data point.


Is this a bug, or by design? If by design can someone explain what the benefit of it is.

Thanks Cireson Community!!!

Answers

  • Gabriel_LencesGabriel_Lences Customer Advanced IT Monkey ✭✭✭

    This is due to upgrading the Advanced Request Offerings. You can read on it here: https://kb.cireson.com/article/install-advance-request-offering/1270

    It's really unfortunate that this has to happen every time you upgrade ARO's as we have team leaderswho also use last modified date as their point of references in some reports (or at least wanted to use.) and then the system just overwrites all the dates. We've already spoken to this with Cireson, but there doesn't seem to be a solution to this yet 😥

  • Adam_DzyackyAdam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭

    The underlying "problem" really has to do with the nature of core SCSM and how it handles class extensions. Extending any class in SCSM shifts the last modified date of that class. A fix could really only come from Microsoft in this case.

    But - there are ways around this. @Conner_Wood put this together awhile back and gets around this issue - https://gallery.technet.microsoft.com/SCSM-Last-Modified-Date-15425cdc.

  • Jason_MeyerJason_Meyer Customer Advanced IT Monkey ✭✭✭

    Thanks Adam, is Cireson working with Microsoft on a solution for it?  It hurts your service.

  • Adam_DzyackyAdam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭

    I'd have to defer to someone from Cireson as I genuinely don't know.

    But again - it's not a Cireson/Microsoft thing, but rather just a pure Microsoft thing with the only known workaround being the aforementioned tool.

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