SAP Knowledge Base Article - Public

3017927 - Duration Key Figure in Ticket History Data Source shows irregular values

Symptom

You want to report on the duration a Ticket but the duration shows a time in the millions

Environment

SAP Cloud For Customer

Reproducing the Issue

  1. Go to Business Analytics
  2. Go to Design Data Sources
  3. Search for data source Ticket History (SEODSRQHHB) and open it
  4. You filter on a specific ticket such as ABCDEF and add the Duration(S) field to the view
  5. 5. You notice that the figure is not waht you expect and could be in the millions or billions of seconds

Cause

The ticket in question is still in progress and will show that figure until it is set to closed.

Resolution

The End Date is shown as 31.12.9999 because the Ticket ID ABCDEF status is 'In Progress'. Once the ticket status is changed from in progress, the End Date details will be updated accordingly. The key figure Duration is the difference between End Date Time and Start Date Time characteristics and it is measured in seconds which is the reason for the high value.

Keywords

SEODSRQHHB, ticket, duration, key figure, Duration(S), seconds, millions, billions , KBA , AP-RC-ANA , C4C, ByD, Travel: Analytics Tools & Frameworks , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions