When setting ticket Status mapped to Requestor Action, Completion field 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.
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.
- Go to the Service work center.
- Go to the Tickets view.
- Click New.
- Fill mandatory fields.
- Click Save and Open.
- Notice that Completion field is blank.
- Click Edit.
- In the Status field, select a status that is mapped to Requestor Action.
- Click Save.
- Completion field is auto filled with a date.
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 resumes and due dates are updated. This is applicable for Completion Due, Resolution Due and On-Site Arrival.
Knowledge Base Article: 2656925 - SLA Calculation Varies with Reaction Time Maintained in SLA Setup Service Levels
Solution Guide for SAP Service Cloud: Set Up Service Level Agreements for Tickets
Solution Guide for SAP Service Cloud: Respond to Tickets - Pause Ticket SLA Clock
service level agreement, sla, service levels, ticket, service request, milestone, date, conditions, determination, completion, requestor action, processor action, sla clock, completion due, resolution due, , KBA , LOD-CRM-SRP , Service Request Processing , LOD-LE-CSM-SVL , Service Level Objective , Problem