Difference Between Open Date and Created Date for Requests

Version 1

    Details

    PROBLEM
    When evaluating Request details involving the Date Opened and Date Created for requests, the Date Opened and Date Created are not the same. This can be misleading when looking at a requests details, or especially so when reporting on SLA's in LiveTime.

    ENVIRONMENT
    LiveTime

    RESOLUTION
    The Created Date is always indicative of the time the request was initially created within LiveTime. This is a consistent value based on when the request created either by a user or by a customer.

    The Open Date is indicative of the time that the request became available to LiveTime users. This usually is different because a request is created outside of support hours. When this occurs, the Created Date is the time when the request was submitted, but the Open Date is not set until support hours start.

    The most common area to check if this happens frequently is based on the SLA for the request. Take note of the SLA that is in use for the request and the Priority of the request. In Service > SLAs, select the SLA in question. On the Targets tab, click the Priority that is in use for the request. This information page will show the hours of the priority (either 24x7, or the specific weekday hours).


    Alternatively, you can check each of the priorities that exist for your SLA and check the hours to ensure they match what they should be. When requests are created outside of those hours, that is when you'll see a difference between the Open Date and Created Date.


    Resolution

    PROBLEM
    When evaluating Request details involving the Date  Opened and Date Created for requests, the Date Opened and Date Created  are not the same. This can be misleading when looking at a requests  details, or especially so when reporting on SLA's in LiveTime.

    ENVIRONMENT
    LiveTime

    RESOLUTION
    The  Created Date is always indicative of the time the request was initially  created within LiveTime. This is a consistent value based on when the  request created either by a user or by a customer.

    The Open Date  is indicative of the time that the request became available to LiveTime  users. This usually is different because a request is created outside of  support hours. When this occurs, the Created Date is the time when the  request was submitted, but the Open Date is not set until support hours  start.

    The most common area to check if this happens frequently  is based on the SLA for the request. Take note of the SLA that is in use  for the request and the Priority of the request. In Service > SLAs,  select the SLA in question. On the Targets tab, click the Priority that  is in use for the request. This information page will show the hours of  the priority (either 24x7, or the specific weekday hours).


    Alternatively,  you can check each of the priorities that exist for your SLA and check  the hours to ensure they match what they should be. When requests are  created outside of those hours, that is when you'll see a difference  between the Open Date and Created Date.