On Incident Form Difference Between opened and created is Greater than Expected value . what will be the Reason behind it? am attaching Sample Data Please Have a look.

[Rajat27]

[Anshu_Anand_ · Accepted solution]

The 'Opened' field is populated with the timestamp that a user 'Opened' the ticket for the first time client side.

On the other hand, the 'Created' field is the timestamp of when the record was submitted and 'Created' server side.

For example, technician Sally presses 'Create new' under the incident application at precisely 10:00 a.m.. She spends approximately 5 minutes entering field information before pressing submit.

For this record, the 'Opened' field would be populated with 10:00 a.m., and the 'Created' field would be populated with 10:05.

For items such as REST inserts, or record producers, since this creation and opening is technically instantaneous from the form perspective.

It depends how you these incidents got created

1. manually

2. Via API

https://community.servicenow.com/community?id=community_question&sys_id=b83607a1db1cdbc01dcaf3231f96...

Hope its helps