SAP Knowledge Base Article - Public

3246346 - How the Field Time with Customer Works for Cases


You would like to understand how the field Time with Customer works, in the case timestamps section.


SAP Service Cloud Version 2

Reproducing the Issue

  1. Navigate to Case work center.
  2. Open any case.
  3. Navigate to Case Details tab.
  4. Scroll down until the Timestamps section.
  5. See the field Time with Customer is empty.


In SAP Service Cloud Version 2, the field Time with Customer will be updated automatically, when the case status is moved to a status in which the Assignment Status is Requestor Action.


This is the system expected behavior.


Time with Customer, Field, Timestamps, Case Details, Case, Case Management, Assignment Status, Status, Requestor Action, SAP Service Cloud Version 2, , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , How To


SAP Service Cloud Version 2 all versions