SAP Knowledge Base Article - Public

2614391 - Completion Due Does Not Get Updated When the Ticket Status Is Set to Requestor Action

Symptom

When you set a status with an Assignment Status value equal to "Requestor Action", the "Completion Due" and other due dates are not getting updated.

Environment

SAP CLOUD FOR CUSTOMER 1802 / 02

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open ticket XXX (XXX represents the ID of the ticket).
  4. Change the status to on which Assignment Status value is equal to "Requestor Action".
  5. Notice that the "Completion Due" date does not change.

Cause

Currently the system calculates the due dates when the ticket is created and does not recalculate them if the status is changed to Requestor Action.

Resolution

This is the system standard behavior.

If you want this changed, you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center (servicecenter@sap.com).

Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices.

An alternative option may be to check the SAP Hybris Cloud for Customer Ideas Forum to submit an idea: https://influence.sap.com/SAPCloudforCustomer

Keywords

Completion Due; Requestor Action; Ticket; Update; Change; Status; Due Dates; , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions