The "Last Resolved Date" field contains the Date/time information of the Incident Ticket when it was RESOLVED ( Status = Resolved ) and the Process Flow accelator is set to Incident Closure.
The "Submit Date" field conatins the Date/Time information of the Incident Ticket when it was CREATED.
Submitted Date gives you the Date and Time when the Ticket was raised at first in the HPD:HelpDesk Form,
Last Resolved Date is the Date and Time when the Ticket was last Resolved, because as there are some chances of opening the Closed Tickets and again investigating and Resolving it(If in case the first proposed solution would have not worked for the scenario).
So that is why we are capturing Last Resolved Date in the HPD:HelpDesk Form,(The purpose of the Field is to capture the Last recently Resolved Date and Time of the Ticket)
Thanks all for your responses,
In my case,
Submit date = 05/14/2010 05:00:45AM
Last resolved date = 05/14/2010 05:00:41AM
Means ticket got resolved even before submitting..
This is how it goes,
When submitting a new incident directly in the resolved status, Last resolved date may be earlier than Submit date.
When you submit a new incident in the resolved status, means you have already resolved the issue before you create the incident.So last resolved date is earlier than Submit date
In my case, the user directly submitted the incident ticket into resolved status.
thats intresting.................how the user can directly submitt the incident ticket into resolved status?
Not sure if its part of ITIL v3, but it does work that way
I am on ITSM7.5.01
we can submitt aticket directly in to resolved stae uner three conditions,
1 The User should be the assignee
2 There should be a status reason
3 Should be a resolution
else either it will through an error message or set the status in to assigned
Does BMC have a whitepaper or some documentation to confirm that this behavior is out of the box and working as expected?
How you have resolved this issue.Is out of box designed by BMC.
Do we have any documentation where this issue is explained as known issue.
If you want to a mare "valuable" information, I suggest you to compare the "Reported Date" which is the date when the customer has been fulfilled on the HPD:HelpDesk Form and not the first submit of your incident .
I'm not sure that this is documented on this level of detail, but you can find how to use incident management here : Managing incident requests - BMC Remedy IT Service Management Suite 8.1 - BMC Documentation
It appears we only get negative values when cases are raised in the Incident Console, if the Incident occurs as a result of a Service Request this does not occur. Has anyone tried running 2 Reports.
1) On Submit Date when reported source is Self Service.
2) On Reported Date when reported source is any other source (Phone etc...)