Incident is showing resolved by InternalServices instead of LoginID

Version 1

    Details

    When you create an incident and you change the status to Resolved before the initial save, then the Incident is showing resolved by InternalServices instead of LoginID. The problem is that when you create an incident with status of Resolved and save it, the system does not see the status being changed in a life cycle and therefore it is showing as Resolved by InternalServices instead of LoginID. An incident should have a life cycle like logged, active, resolved, closed.


    Resolution

    This is an issue with the OOB configuration. The work around is to disable the Saving Rules for ResolvedDateTime and ResolvedBy in the AdminUI > Incident > Business Rules and then recreate them exactly the same as Editing Rules for "Whenever Status is changed".  When you create an incident in status Active and you save it, then update it to status Resolved, the business rule now sees the status as changed and the process works. In short, after changing the business rules, this requires an initial save in a status other than resolved.