Record a date - From/To

I am trying to record a date when the value in a status column changes from "Closed" to anything else. My research shows that I should be able to create an automation using the condition Status Changes From Closed to Any Value, if the status field is a single select drop down field.

I've confirmed the status field is a single select drop down field. In my automation, I don't have the from/to operator. I am only seeing If/Contains operators.

Any suggestions on what I can do to see the From/To operator in my automation?

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Paul Newcome

I would set it up to run when it changes to any value and include a condition of the status not equalling "Closed".

Michelle Martinelli

I'm also trying to collect if this happens more than once - as in, it was reopened on 4/8, 4/12, etc.

Michelle Martinelli

I don't think this will be specific enough - example, the status could change from New to Pending Client, then to Pending Vendor. I would not want to record the date in that scenario. I only want to record the date when the status changes from Closed to something else (capturing if a case is reopened).

Paul Newcome

Good point…

What is the reason for recording these dates when it gets re-opened? is it just going to be informational, or do you need to run some sort of metrics off of it?

Michelle Martinelli

We'd be running metrics off it to track the time the case is in states other than closed. Currently, when a case moves to closed and then is reopened our turn around time tracking is restarting the "clock" rather than adding to it.

Paul Newcome

Ok. And what is the maximum number of times one could be re-opened?

Michelle Martinelli

We'd be happy if we could trace this through three closures. Technically, it could be reopened unlimited times, but it would be unlikely to pass three times.

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