When, In Servicedesk, a customer updates a incident, change, or problem details, that involve changing the name of the process, or the description, further review shows that the processstarted time is being updated by the difference in the timezone of the user, and UTC. For example:
1. Incident IM-000021 was created in the eastern US time zone (-5) on 9/1/2016 at 8:00 am. That would be stored in the database as 9/1/2016 13:00:00, as all times are stored in a UTC offset.
2. User A updates IM-000021 20 minutes later with a revised description. That change should go in and only update the last modified date of the ticket. However, upon further review, the processstarted entry has now changed to be 9/1/2016 18:20:00. This should have never changed.
Servicedesk 8.0 HF3
Workflow 8.0 HF3
There is a defective component in both of the Audit sub-models of the WorkResolveIncident Model of SD.Forms.IncidentManagement project. This is the SetProcessName component. Disabling this component will cause the dates to be maintained, but any processname or description changes will be lost.
This defect has been fixed in 8.0 HF5. As a workaround, disabling the component will cause the dates to be maintained, but any processname or description changes will be lost.
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