Symptoms

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When creating a new incident, the resolved time is set immeaditly and an update for the field shows in the activity stream.

Release

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London

Cause

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The default value of the active field on the incident table is set to false. This is done through a dictionary override. When active is false, an out of box business rule sets the closed_at value an custom business rule is setting the resolved_at date from the closed_at date. 

Resolution

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Navigate to the sys_dictionary record for the active field on the Task [task] table and search for a dictionary override for the Incident [incident] table. Ensure the default value is not set to false.