2558419 - The Value of the Next Response Due Field is Not Available

SAP Knowledge Base Article - Public

2558419 - The Value of the Next Response Due Field is Not Available

Symptom

The value of the Next Response Due field is not available in the service ticket.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Select a Service Ticket.
  4. Go to the Overview facet.
  5. The Next Response Due field has no date available.

Cause


This is normal system behaviour.
The Milestone for the Next Response Due is not maintained.

Resolution

 

  1. Go to the Administration work center.
  2. Go to the Service and Social.
  3. Click on Service Levels.
  4. Click on the Service Level Name.
  5. Click View all.
  6. Click Reaction Times.
  7. Click Add Row under Milestones section.
  8. Select the service level Next Response Due.
  9. Define the piority for the Next Response Due.
  10. Click on the facet Operating Hours.
  11. Under time ranges include operating hours for calculations to be defined. 

Keywords

Service Level 
Milestone 
Next Response Due , KBA , next response due , milestones , service ticket , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP LE APPL.PLATFORM 1708 ; SAP LE APPL.PLATFORM 1711