This documentation supports the 22.1 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

Date fields on the Incident Request form


Understanding the date fields on the Incident Request form, what they mean, and how they relate to service level agreements (SLAs) can help you to prioritize the incident request assignments.

The Required Resolution Date Time field on the Date/System tab maps to the Date Required field on the Requester console. Someone using the Requester console can use the Date Required field to specify the date or time by which the request should be fulfilled. This is the suggested date or time that the customer wants the request to be fulfilled; no service level workflow is related to this field.

The Target Date field (main section of the Incident form) is the date or time by which the request must be resolved, according to the SLA targets. The Target Date field is set by the BMC Service Request Management application when SLA targets are defined. If SLA targets are not defined, you must set the Target Date field manually.

The Responded Date on the Date/System tab is the date on which the incident request was first responded. Incident Management populates this field when one of the following conditions occurs:

  • Someone sets the Response field on the Incident Request form to Yes.
  • The service desk analyst creates incident request and the entry in the Reported Source field is configured to trigger an automatic update of the Responded Date field. In this case, Incident Management does not display the Response field.

Incident Management completes other date fields on the Incident Request form—Reported Date, Closed Date, and so on—when the milestones represented by the field names occur.

 

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