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The actual response date and handle date are only shown on the request if already set. These fields are set via the following actions:
Response date: Automatically set if the service desk employee executes the first action in the request. This is either indicating the request is (or is not) a duplicate request or assign the request to a service desk employee.
Handle date: Automatically set once the request is handled (Manually, or automatically via the corrective work worker process). If the request is rejected after it is handled and it is handled again, the handle date is reset to this new handled date.
Changing the log date, response date and handle date.
The planned response and planned handle dates in a request cannot be changed, as these are based on the priority. The actual dates however, can be changed by the service desk employee. Since it is possible that the requestor was already responded to via phone or email before assigning the request, or the issue in the request was already handled before the request itself was set to handled, both of these dates, as well as the log date (in case the request was not submitted via workplace management by the requestor, but create by the service desk employee based on an email, thus having a log date that should be set earlier than the system has set it). if any of these three dates must be changed, the pencil icon behind the field can be used for this. A new date/time can be set and a mandatory reason must be added. If any of these date/time fields is altered, the date/time will be displayed in red and a log of these changes is shown in an include on the request page:
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