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1

We noticed that if a case is accidentally closed and then reopened, the OpenedBy (ixPersonOpenedBy column in the Bug table) value is modified to be the reopener rather than remaining the original opener.

Is there a reason this is done? Is the original opener preserved in some way other than case history?

This is causing a few problems for us. When this happens the original owner no longer has a tie to the case. They can't filter on cases they opened to find the original case. This seems like a bug to me.

flag	asked Aug 15 at 17:24 Mike Caron 579●2●6

adambox · Accepted Answer · 2012-02-17 17:32:53Z UTC

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We have a plug-in called Original Opener which allows you to search and filter on the original opener, not just the most recent one.

edited Feb 17 at 17:32

adambox♦♦

answered Sep 19 at 19:34

Rich Armstrong♦♦
13.1k●12●29

James McLeod · Answer 2 · 2011-08-15 18:29:23Z UTC

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I've never tried this, but I believe you can change this behavior using the Workflow plugin - as long as you have the workflow set up to assign the case to the "Case Opener" when it is closed, setting the workflow to assign it to the "Case Closer" on reopening should do what you want.

answered Aug 15 at 18:29

James McLeod♦
3,075●1●4●10

	As I understand it, those are two separate things: `assignedto` becomes the original opener, but `openedby` will be the REopener. Didn't try it, though. – Michel de Ruiter♦ Aug 16 at 7:51
	Michael is correct. I was under the same impression as you were James, but the user that found this showed me that it was actually the openedby field that is changed. I couldn't find a way to specify the openedby behavior from the workflow plugin. – Mike Caron Aug 17 at 14:59
	Right. I guess that actually even makes sense, now that I think about it. – James McLeod♦ Aug 17 at 15:39
	The problem we have is that the original case opener (presumably the user most interested in the case) loses all ties to the case if someone else decides to reopen the case. It then becomes hard for the original user to find all cases they opened. I don't think a reopen event should overwrite the original opener. – Mike Caron Aug 17 at 16:31
	I suspect there is no good way to do this directly. I think that you could use the XML API (logged on as Administrator) to modify the opener after it has been opened, but that seems rather drastic. Ths is starting to sound like a genuine feature request for Fog Creek to consider. – James McLeod♦ Aug 17 at 19:22

Reopening a case changes the OpenedBy user?

2 Answers