2657882 - Initial Response By are Not Assigned in Report SLA Compliance (SEODSRQSLAJ01)

You run the report SLA Compliance (SEODSRQSLAJ01) and you notice that the field Initial Response By shows some values as Not Assigned (#) for some tickets even though there is an agent assigned to them.

SAP Cloud for Customer

1. Go to the Business Analytics work center.
2. Select the Design Reports view.
3. Search for the report SLA Compliance (SEODSRQSLAJ01).
4. From Available Fields, add "Ticket", "Agent" and "Initial Response By" and run the report.

You will notice that the field Initial Response By shows some values as Not Assigned (#) for some tickets even though there is an agent assigned to those tickets.

Now

1. Go to the Service Work Center.
2. Go to the Ticket View.
3. Search for ticket ID that shows the value as Not Assigned (#) in the report, open it and click View All. 
4. Select Tab Overview.

You can see under the TIMELINE Tab that the Initial Review Completed has no dates. Please see attached file Ticket Overview.jpg.

For a ticket to show an Initial Response By value, it needs a response from the agent for the Initial Review Completed field.

The system behavior is correct.

For a ticket to show an Initial Response By value, it needs a response from the agent for the Initial Review Completed field.

See attached acreenshot: Ticket Overview.jpg.

SLA Compliance, SEODSRQSLAJ01, Initial Response, Initial  Review Completed , KBA , LOD-LE-CSM-SVL-ANA , Service Level Objective Analytics , AP-RC-ANA , C4C, ByD, Travel: Analytics Tools & Frameworks , Problem