Someone sets the Response field on the Incident Request form to Yes.
The incident request is created by a service desk analyst and the entry in the Reported Source field is
configured to trigger an automatic update of the Responded Date field.
Note
Under the second condition, Incident Management does not display the Response field.
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In these cases, the Responded Date is blank until someone indicates that the incident has been responded to by
updating the Response field on the Incident Request form to Yes. When support staff respond to an incident request
from one of the previously noted sources, the Responded Date is set to the date that the incident was responded to.