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Date Initial Solution Response field calculation
Answer ID 8176   |   Last Review Date 11/18/2018

Why is the Initial Solution Response being set to No Value for an incident, even when there is a response sent?

Environment:

Oracle Service Cloud, All versions.

Resolution:

The Date Initial Solution Response field is only populated when the first response is sent and the status is changed to a solved or waiting status type at the same time as the response is sent.  Changing the status type during an edit when the first response is not sent will not cause this field to be populated.

For additional information, refer to 'Configuring resolution due calculations' in online documentation for the version your site is currently running.  To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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