Service desk Record Submission time is getting changed even though there is no option available for the technician / user to change. How is this happening?

If the Service of the record is modified at the later stages of the service desk record life cycle / after the record is submitted, the record submission time will automatically get changed and the status of the record will be moved to ‘New’ state.

This is because, the crux of the workflow is dependent on the service. As the service desk record may undergo different workflow and SLA based on the modified service, the product changes the service desk record state to ‘New’ state and updates the submission time with the time when the ‘Service’ was changed.

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