Issue Dates

[alinedanin]

What is the logic of Issue Due date be mandatory only when the issue is moved to respond state? 

If the issue has 7 days to be addressed based on remediation timeframe required, and the issue is moved to respond state after 7 days that the issue was created, then the remediation timeframe will be greater than 7 days.

I have setup the issue remediation timeframe for Issue Rating based on the company policy requirement. So, i do expected the issue due date calculated based on the Issue Rating remediation timeframe defined and consider the issue creation date. The System is calculating the issue due date based on issue rating but considering the issue rating filed updated date. 

So,  if the remediation timeframe for high rating is 7 days. It is expected to resolve the issue in 7 days from the issue creation date. if the user update the Issue Rating after 5 days, the issue due date will be updated with 7 days from last Issue Rating updated date, that means 5 days + 7 days = 12 days to resolve the issue instead 7 required by policy.

Also, i can setup the issue planned start date and planned end date in the past before issue creation date.  does it make sense? is there a reason for the system allow that?

do someone has a similar situation, or have any feedback around how to address that?

Thank you!

Aline 

[Rajesh_Singh]

@alinedanin 

It seems that you have encountered some challenges with the due date calculation logic for issues in ServiceNow GRC. Here are some suggestions to address your concerns:

1. Create a Business Rule that triggers on "insert" and "update" for Issue table to calculate the issue due date based on issue creation date and Issue Rating remediation timeframe.
2. Use a UI Policy or Client Script to prevent users from setting planned start and end dates in the past.
3. For UI Policy, create a condition script to check the date fields and prevent saving if dates are in the past.
4. For Client Script, create an "onSubmit" script to check date fields and display an error if dates are in the past, preventing form submission.