SAP Knowledge Base Article - Public

2846191 - Next Response Due Is Not Calculated For Portal Interactions

Symptom

Next Response Due field is not calculated for Portal Interactions

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open Ticket 123 (123 represents the ticket ID).
  4. See the Service Level Agreement is maintained correctly, and there were portal interactions.
  5. Next Response Due field is maintained with a date from the past, and you expect it to be updated according to the last portal interaction.

Cause

The Next Response Due SLA is calculated only when the Assignment Status is changed from Processor Action to Requestor Action, or vice versa, and not when portal interactions are sent or received directly.

Resolution

This is the standard behavior of the system.
 
If the feature/functionality is needed as a matter of urgency, please refer to KBA 3475641 - Functionality Currently not Available.

Keywords

KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To

Product

SAP Cloud for Customer core applications all versions