3094431 - Completion Due Date Recalculated to a Past Date

 You are working with Tickets and notices some Tickets have the Completion Due Date recalculated to a past date when they come back from customers.

SAP Cloud for Customer

1. Go to the Service work center.
2. Select the Tickets view.
3. Open Ticket ID 123 (123 represents the Ticket ID affected).
4. You can see the Completion Due is set to a past date.
5. Checking the Dates and Changes, you can see it has been recalculated to a past date.

This is something that can happen depending on the configuration done.

The Completion Due Date is calculated based on the Net Labor (set on the Service Level Agreement Configuration) and the Ticket Creation Time.

It is basically Ticket Creation Time + the Net Labor set on SLA.

When the Recalculate Flag is enabled, the time with Customer is added to the Completion Due Date when the Ticket is back from customer side. For example, you have Completion Due Date set to 01.02.2021 at 12:00. This ticket is sent to customer side and customer replies after 5 hours. Recalculation will set the Completion Due Date to 01.02.2021 at 17:00.

So, in a scenario where the Completion Due Date is already on the past when the Ticket is sent to customer side, the recalculation will keep it in the past.

Help Document - Set Up Service Level Agreements for Tickets

SLA ; Time ; Requestor ; Processor ; Labor Time ; Working Hours ; , KBA , LOD-LE-CSM-SVL , Service Level Objective , How To