Thank you Lisa. Your reply gave answer to my query.
LisaD wrote: > > The 'Responded Date' is actually used for SLM. When an incident is > recordedd by the HelpDesk and then responded to by the support team, a > support person must manually mark that it was responded to and the date > will populate. My understanding is that it only auto-populates with the > recorded date if a support staff person records the incident. At that > point it will populated with the recorded date. > > The Event History log shows all of the assignment information that covers > the old 'Assigned Time' that we're used to seeing. Hope that helps. > > > priyanka_sareen wrote: >> >> hi, >> >> i am in process of setting up ITSM 7.x architecture.(worked on 6.3 >> application earlier) >> In Remedy 6.3 Helpdesk aaplication, there were 3 system date fields : >> Arrival time, assigned time, Resolved time. >> In comparison to that, in Incident Mgmt 7.0.2, i can find Reported Date, >> Responded date, Closure date etc.. >> As per my understanding, the responded date should be filled up >> automatically as the ticket status changes to "Assigned" or with any >> valid value in "Assignee+" field. >> But its not happening everytime, sometimes it is blank even if ticket is >> with a particular support person. >> Plz help me understand the logic behind value of "responded date". >> >> >> > > -- View this message in context: http://www.nabble.com/%22Responded-date%22-field-in-%27incidents%27-form-of--Incident-Mgmt-7.0.2-tp16024124p16091915.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
