Updating Closed Records

We created a new field in the location table, "County" in each location record, we populated this field which is based on the City of each location. We have also added this field to contacts, incidents and probsummary. When a new record is created and a contact is filled in, we have the links set to fill the location and County. Users are only able to update the location which will also update the County as the county must be based on the location.

My problem is that I need to be able to run historical reports based on the County so I need to update the closed records.  

 

 

  • Hello A2drew.

    hope you are doing fine today.

    I just wanted to let you know that i am making an investigation on how to accomplish this requirement, as soo as i have the complete information i will share it with you.

  • Hi, Can you please share if your issue is resolved ? If yes then you can post the answer here, it ll help others too. If not then you can log a case with HP Software support or Professional Services for customization requests.
    Regards,
    HPE Software Support

  • My problem is that I need to be able to run historical reports based on the County so I need to update the closed records.  

    It's not clear why you need to update close records.. 

    I can only see two options: you want to get the country considering the data when the record was closed or the actual data or with the data at specific moment.

    If your report:

    - Want to use the Country when the ticket was closed you don't need to update the field.

    - Want to use the actual Country data based on the tickets contact/location/etc make a join and get the actual data. But this is really strange... during the "lifecicle" of your location the attribute country changes?? 

    - Want to use the Country of a specific t ime, create a audit of your Country changes at Location and use it in your report.

     

    I also think you should avoid to replicate the same information to all tables.. it's almost always bad design.

  • Update your tickets from the database directly.