Backdating Closed and Opened dates
We’ve heard our customers say to us: “I want to record the actual date the issue was reported to me rather than when it was keyed into Convercent, so that I can accurately report when issues are reported and have an accurate report on issue aging.” They may have investigators conducting investigations and providing information to the compliance team to create an issue in Convercent. Due to the weekend or holidays, there might be a delay until the issue is typed into Convercent. Now there is a way to correct the gap and align the dates to when the issue was discovered by the investigator.
Other customers told us that it’s important for them to not impact the Days Old calculation when they reopen a closed case to make a spelling correction or some other immaterial change. They are hesitant to reopen a case, as there was no way to mark it closed effective an earlier date.
Now, these are problems of the past.
Users who have Issue Administrator role will be able to backdate when the case was reported to the organization, which will automatically recalculate the “days since case opened” field, giving accurate insights for investigators. This enhancement also allows admins to change the closed date after it has been closed out.
Change Closed Date
On closed issues, click on the Closed date in Issue Details.
In this box, you will see the last closed date in Convercent.
If necessary, you can backdate it to a date before the issue was closed in Convercent, and the application will prevent you from selecting a later date. In addition, the application will only let you select a date that is after when the issue was created. The time should set automatically but you can change it.
- The new date must be before the issue was closed
- The new date must be after the issue was created
You must include Reason for date change, it is required, and must be fewer than 256 characters.
The backdated date will display in Issue details and everywhere else in the application and in reports where closed date displays.
Closed Date Details
Users who do not have permissions to backdate will see date and the reason for the change in the Closed Date Details with no ability to make any changes.
Issues where the Closed date was not backdated, will look like this for these users.
Change Opened Date
Click on the Opened date in Issue Details.
In this box, you will see the date the issue was created in Convercent.
If necessary, you can backdate it to a date before the issue was created, the application will prevent you from selecting a later date. The time will set exactly to what it was when the issue was created in Convercent, but you can change it.
- The new date must be before the issue was created
You must include Reason for date change, it is required, and must be fewer than 256 characters. The backdated date will display in Issue details, Issue Pane in Issue Manager and everywhere else in the application the Opened date displays.
Opened Date Details
Users who do not have permissions to backdate Opened date, will see the date and the reason for the change in the Opened Date Details but will not be able to change them.
Opened Date column in Issue Manager
New column for displaying issue Opened date now in Issue Manager. Date Opened column displays by default in Default View. Feel free to select it and add it to your custom views. This column is included in the export to CSV.
Quick reminder that you can change the order in which columns display in Issue Manager by clicking Columns menu and dragging column names to rearrange the order.
Backdating Activity in History
The changes to Opened and Closed dates are tracked. Users managing issues will see changes to Opened and Closed dates in History. Each activity will reflect the previous date and changed date, as well as the name of the user who made the change and the date/time stamp.
Email notifications about backdating
When an Opened or Closed date is changed, an email will be sent out to users who subscribed to receive watchlist notifications on the issue. This includes the following displaying on the issue:
- “Notify me of all changes”
- “Notify me of status changes only”
- “Notify me of status changes and messages”
- “Use my default notification setting” when the default setting is one of the options listed above
The email will include the previous date and the date to which it was changed.
Issue Print/Print Preview and Export PDF
Issue in Print preview and export to PDF now includes the Opened Date along with Closed Date and the number of days the issue was open, Days Old.
There is no change to in-app reports, Insights reporting and Case Management Odata. Opened and Closed dates in reporting will match the display in the application.
Note: In Case Management Odata, the date in CreatedDate column is the same as Opened date in the Issue details.
The backdated Closed date will not display in the reporter view. The reporter will continue to see the date when the status of the issue was changed to Closed in Convercent.
Currently, the reporter view does not display the date when the issue was created, and it will not include Opened date either. The reporter will continue to see the same information they can see today.