Overview of Opened at, Created at, Resolved | How they interact to create the resolve durationIssue There seems to be some concern over the different time stamp on created_at and opened_at field. Some customers expect them to be the same. The customers also have concerns on how the "Resolved" field is calculated. Question & Answers The reason as to why the "Resolved" [resolved_at] field on an Incident is calculated via opened & closed time instead of created time (when an incident is submitted) & resolve time." "Opened" field is populated in the UI (user interface) itself as soon as Incident form is opened. Whereas "Created" field is populated on click on Save on the server side. For example, if you open an incident record, keep it open for 5 minutes, and then save, you will see that "Opened" is 5 minutes earlier than "Created".It is a pure business requirement from the customer's side, as to which field to be used for calculating the duration of the incident.Typically when Incidents are created by a script, or in UI using Record Producer, the difference between these two fields is not much. It is purely the time taken for the defaulting and business rules to get executed. The reason as to why the "Resolved" field [resolved_at] has the same date/time as the "Created" field [sys_created_on] whereas the "Opened" field [opened_at] does not. As explained earlier, Opened and Created are populated in different ways. I am not sure if a customer creates Incidents directly in the Resolved state, else Resolved field would have the time at which user clicked "Resolve" UI action. What would be the impact if "Created" [sys_created_on] date/time was used instead of "Opened" [opened_at] in regards to the calculation of the "Resolved" [resolved_at] field No impact. It is purely a customer's business requirement.