SAP Knowledge Base Article - Public

2531834 - Reports on Ticket Data Source Show no Total Response Duration


You are working with a report based on the data source Ticket, for example the report Lean Tickets. You notice that the key figure Total Response Duration(s) shows 0 for all tickets, even though responses were provided in the tickets.

Reproducing the Issue

  1. Go to the Analysis work center, view Reports.
  2. Open the report Lean Tickets (or any other based on the Ticket data source).
  3. Add the key figure Total Response Duration(s) to the view.

It shows 0 for all tickets.


In the SLA definition of this system, the Due Date for Response milestone was not selected. Without this milestone however, reporting cannot calculate response durations.


  1. Go to the Administrator work center, view Service And Social.
  2. Under SLA Setup, click on Service Levels.
  3. Click on New > Service Level.
  4. Fill in the required details under General.
  5. Go to the tab Reaction Times.
  6. Click on Add Rows, and from the drop down list, select the milestone Due Date for Resolution.
  7. Maintain the Details for Milestone as required.
  8. Also maintain the details under the tab Operating Hours as required.
  9. Save.


See Also

2126946 - Milestone Missing in SLA

2061550 - Drop-Down Box of the Milestone Field Is Empty


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