2903399 - Completion Date Determination

You want to understand how the Completion Date is determined in a ticket.

SAP Service Cloud

1. Go to the Service work center.
2. Go to the Tickets view.
3. Search and open ticket ID AAA (AAA represents the ticket ID).
4. Go to the Overview facet to the Timeline pane.
5. Check the Completion Date.

The Completion Date is determined based on the ticket status.

The Completion Date is set whenever the Ticket is changed from a Status mapped with the Assignment Status "Processor Action" to a status mapped with Assignment Status "Requester Action".

Example:

• Agents sends a reply to the customer and sets status to "Waiting for Customer" - mapped to Requester Action.
• Completion Date is set accordingly.
• Customer comes back and status is set back to "In Process" - mapped to Processor Action.
• Agent responds to customer and sets status to "Completed" - mapped to Requester Action.
• Completion Date is set to the new date.

Note that changing the status from a Requester Action status to another Requester Action status does not re-determine the Completion Date. The date is only maintained again when changing status to a Requester Action assignment status.

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SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions