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Timestamp for Notification Receipt

Hello group,

We are using two different incident process types for service requests and incidents. One uses the standard date profile SMIN_ITEM on item level, the other uses a customer copy of the same. I do not know why the copy has been created - that happened quite some time before I joined the project. However, both profiles are configured with the exact same settings, as far as I can see.

My problem is, however, that they both react differently in how the notification receipt (SRV_START) is being determined. Although they are both set to use date rule SUBMISS_TIME (time of submission), the process type using the standard profile (interestingly enough) does not use the submission time, but rather the time when the incident has been created, while the process type using the customer copy does.

After hours of comparing the settings and trying to debug the process of how the values are determined, I am out of ideas on what the reasons for this behavior might be. Can anybody help me with a hint or a fresh idea?

Thanks in advance and best regards,

Former Member
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