Knowledge Article
BMC Helix ITSM - Change Request Actual Start Date+ and Actual End Date+ are not Automatically Populated with Task Dates.
Task Phase Management when enabled Change Request Actual Start Date+ and Actual End Date+ are not automatically populated with task dates.
Remedy Change Management Application
8.x / 9.x versions
When you do not use Task Phase Management for Change Request then Actual Start Date+ of CRQ is automatically populated with the date and time at which the task is saved after the first task moves to the Work in Progress status. - Change Management Rules: - When you enable Task Phase Management for Change Request then Actual Start Date+ and Actual End Date+ are not automatically populated with date and time at which task is saved WIP and Closed respectively. |
This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers. The behavior you noticed is working as designed and intended in Change Management. When Task Phase Management is enabled is allows user to add task for every phase example: Review, Business, Implementation and Close Down. So when any task that was added in Review have Actual Start Date+ and Actual End Date+ can be overwritten with Business , Implementation or Close Down task. So it cannot be determined which phase task Actual Start Date+ and Actual End Date+ will be considered as actual. Hence this not applicable when task phase is enabled in Change Request and working as per design. You can submit an Idea / RFE on BMC Communities: https://communities.bmc.com/welcome |
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