Symptom
Standard field "Initial Review Completed" in ticket cannot be found in data source.
Environment
SAP Cloud for Customer
Reproducing the Issue
- Go to Service - Ticket
- Pick a ticket whose field "Initial Review Completed" is filled
- Go to Analysis - Reports
- Cannot find field "Initial Review Completed" in data source.
Resolution
It's a standard system behavior. As a workaround, the data source "Ticket Time Points and Contact Party" contains the fields "Request In Process Date" and "Request In Process Date Time" that will also reflect this time stamp. The data source also contains the field "Initial Review Due", if it's necessary to compare the due date and the actual date the review was completed.
Keywords
Cloud for Customer, ticket, report, initial review completed, data source , KBA , LOD-CRM-SRP , Service Request Processing , How To