SAP Knowledge Base Article - Public

2777096 - The Completion Date in a Ticket Does Not Get Updated When You Change The Status of The Ticket

Symptom

The Completion Date in a Ticket is set once you set the Ticket to a status, which is mapped to the Assignment status Requestor Action.

But when you change the status to one that is mapped to Requestor Action as well, the value of the field stays the same and does not get updated.

Environment

SAP Cloud for Customer - Service

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Select Ticket ABC (ABC represents the Ticket ID).
  4. Select the Edit button.
  5. Change the status from DEF (DEF represents the status) to GHI (GHI represents the status).
  6. Select the Save button.

The value of the field Completion Date does not update, although the Status GHI has the Assignment status Requestor Action.

Cause

The value of the field Completion Date does not update because Status DEF also has the Assignment Status Requestor Action.

When changing the Status to another one and they both have the Assignment Status Requestor Action, the value of the field is not updated.

You can check the Assignment Status by following below steps:

  1. Go to the Business Configuration work center.
  2. Select the Implementation Projects view.
  3. Go to the relevant Implementation Project.
  4. Select the Open Activity List button.
  5. Find and open the Fine Tuning Activity Tickets for Customer Support.
  6. Select the Maintain Status Dictionary Entries hyperlink.

Resolution

In order to make sure that the value of the field Completion Date is updated, you can change the status to one with a different assignment status, save the changes and then change the status to the one that is assigned to Requestor Action. In this case, the value is updated.

See Also

2685795 - Completion Date Being Set Even if Ticket Is not Closed

Keywords

KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions