SAP Knowledge Base Article - Public

2675040 - Completion Field Is Auto Filled When Setting Ticket Status To Requestor Action

Symptom

When setting Ticket Status mapped to Requestor Action, field Completion is auto filled with a date. You expect it to stay blank because the Ticket is now on customer's side and not completed yet.

Environment

SAP Cloud For Customer

Reproducing the Issue

Prerequisite: You have already configured SLA setup and there is a Ticket Status mapped to Requestor Action in the system.

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Click New.
  4. Fill mandatory fields.
  5. Click Save and Open.
  6. Notice that completion field is blank.
  7. Click Edit.
  8. Go to field Status and select any status that is mapped to Requestor Action.
  9. Click Save.
  10. Completion field is auto filled with a date.

Cause

You have set the Ticket to Requestor Action status.

Resolution

This is expected system behavior. The Completion field is updated when the assignment status changes from Processor Action to Requestor Action. When status is set to Requestor Action, then from a Technician/Agent's point of view there is no further processing to do and Ticket is completed for now. Furthermore, when status changes from Processor Action to Requestor Action (status is in customer action), SLA clock is paused. Once Customer responds, SLA clock will resume and due dates are updated. This is applicable for Completion Due, Resolution Due and On-Site Arrival.

See Also

  1. Knowledge Base Article 2656925 - SLA Calculation Varies with Reaction Time Maintained in SLA Setup Service Levels.
  2. SAP Cloud for Customer User Stories > Tickets > Working with Tickets > Resolving and Responding to Customer Issues > Pause SLA Clock.
  3. Solution Guide for SAP Cloud for Service > Tickets > manage Tickets > Set Up Service Level Agreements for Tickets.

Keywords

Ticket, SLA, Completion , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer 1805