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.
SAP CLOUD FOR CUSTOMER
Reproducing the Issue
Go to the Service work center.
- Go to the Tickets view.
- Open ticket XXX (XXX represents the ID of the ticket).
- Change the status to on which Assignment Status value is equal to "Requestor Action".
- Notice that the "Completion Due" date does not change.
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.
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 (https://www.sap.com/services/application-development.html).
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
Completion Due; Requestor Action; Ticket; Update; Change; Status; Due Dates; , KBA , LOD-CRM-SRP , Service Request Processing , How To