Incident Time is getting changed during SR creation

The problem we are facing with it is –
- Our agents create service request while they get the call from our customers.
- Out business process states that, Incident time should be what customer is letting us know when the machine/equipment went down.
- In that case customer is saying that machine went down at 6 AM in the morning.
- Once they enter the date and then pull the equipment details the time changes to 5AM.
- While agents create TASK they have to make sure that Planned/Scheduled start date of the task is same as Incident Date/Time.
- Agents use copy paste to expedite the work and they are copying incident date to Planned/Scheduled start date.