You notice that the Completion Due is not recalculated, after sending a reply to your customer and adjusting the ticket status to Completed, and receiving the response, adjusting the status back to In Process.
SAP Cloud for Customer
Reproducing the Issue
- Navigate to Service work center.
- Navigate to Tickets work center view.
- Search and open any ticket.
- Navigate to Changes tab.
- See the last change, when the ticket returned from the customer, it did not recalculate the ticket Completion Due.
When the status changes are done outside of the working hours, defined under the Service Level Agreement (SLA) assigned to the corresponding ticket, the Completion Due will not be recalculated.
In order to recalculate the Completion Due as per the SLA definition, the status change of the ticket needs to happen within the working hours defined on the same.
This is the system expected behavior.
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