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Change Requests - Add/Use a ClosedDate property instead of overwriting ActualEndDate

Sam_Smith1

Sam_Smith1 Customer IT Monkey ✭

January 2021 in Service Manager Portal Feature Requests

After implementing the latest Auto Close app, we discovered that when a Change request is closed, the Actual End Date is overwritten. This is a business problem for us, as logically the Actual End Date is set by the change implementer if the change end time differed from the scheduled end time, e.g. a change took longer to implement than expected.

This is a valuable metric for our reporting. At present, we can either a) not close any changes in the system, or b) accept that the actual end date will be useless for reporting purposes as it will be overwritten when the change moves to closed status.

The Change Request class does not appear to have a property for Closed Date, which I assume is why the decision was made to use the Actual End date for this purpose. However, as explained above, this is not acceptable from a business reporting standpoint.

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3

3 votes

Submitted · Last Updated January 2021

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Geoff_Ross Cireson Consultant O.G.

January 2021

@Adam_Dzyacky We've recently discussed adding some more options here for this app. Have you anything to add?

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