My customer has reported a consistent problem where the Incident record
has the
Estimated Resolution Date gets set to the Incident Response Time, rather than
the Incident Resolution Time. I have tracked this down and the filter does
indeed set this field to the Next Target date. What I don't understand is why
this always seems to be the Incident Response Time rather than the Resolution
time. Anyone seen this? Naively I reviewed the open defects on Incident and
didn't find it. It appears to run this way OOB.
The documentation on the Incident module states that Estimated Resolution date
should be the incident reported date plus the time allotted by the service
level agreement for resolution.
--
Regards,
Louise van Hine
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