SWSD does not allow for the ability to update the closure date and time with the API.
I understand why this restriction exists for active ticket management—once a ticket is closed, backdating closure dates could introduce data integrity issues. However, when migrating data from a previous system, this limitation creates a major gap. All historical tickets imported will reflect a closure date of the import day rather than their actual resolution date, making trend analysis and reporting inaccurate.
For context, I’m trying to import the last two years of historical tickets. Without the ability to preserve original closure dates, I lose the ability to track how our service desk has evolved over time. This means:
• Breaks in reporting continuity – I’d have to reference a separate system for historical trends, making analysis inefficient.
• Data loss for performance insights – I wouldn’t be able to compare service trends before and after the transition accurately.
• Inability to show progression – I’d be missing key months of data that are crucial for tracking improvements.
I’d love to see an enhancement where historical tickets can have their closed date/time updated only during the import process. This would ensure reporting remains accurate while keeping the integrity of live ticket management intact.
