SAP Knowledge Base Article - Public

2150476 - Actual Start & End Time/Date not Used in theTicket

Symptom

Actual Start & End Time/Date is not used in the Ticket.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets facet.
  3. Search and open the ticket XYZ (XYZ represents the ID of the ticket).
  4. Go to the Service & Repairs facet.
  5. Select the Copy button to create New Ticket and maintain all necessary fields.
  6. Select the Save button.
  7. Now go to Work Tickets facet under Service work center.
  8. Search and open New Created Ticket.
  9. Go to the Service & repair Facet.
  10. Select the Edit button -> Change the Status – Require Work.
  11. Add a Service Technician.
  12. Maintain the Actual Start Time / Date e.g. 8:00 ( 12/05/2015) and Actual End Time / Date e.g. 10:00 (12/05/2015).
  13. Select the Finish Work button.
  14. You can see the Actual quantity for the labor material is ignoring the values for actual start and end date which should have resulted in an actual quantity of 1 hour instead of 2 hours

Cause

The Actual quantity is not a calculated field. The expectation is that the field agent after she completes her work, enters the value manually. Otherwise the value gets copied from the planned quantity field.

Resolution

This is the designed behavior of SAP Cloud for Customer.

Keywords

KBA , SRD-CC , Cross Components , How To

Product

SAP Cloud for Customer 1502 ; SAP Cloud for Customer 1505 ; SAP Cloud for Customer 1508 ; SAP Cloud for Customer 1511 ; SAP Hybris Cloud for Customer 1708 ; SAP LE APPL. PLATFORM 1502 ; SAP LE APPL. PLATFORM 1505 ; SAP LE APPL. PLATFORM 1508 ; SAP LE APPL. PLATFORM 1511 ; SAP LE APPL. PLATFORM 1602 ; SAP LE APPL.PLATFORM 1708