3460151 - Understanding 'assignedToProcessorOn' Timepoint Behavior in Case Creation

• Assigned to Processor "On Date" into Cases is filled
• Users expectation is that the Assigned to Processor on date is not automatically filled

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0

1. Create a new case in the Open status.
2. Note the value of the "Assigned To Processor On" date/time.
3. Transition the case from requestor action to Processor action.
4. Check the "Assigned To Processor On" date/time again.
5. Create a new case in draft state.
6. Verify that the "Assigned To Processor On" remains empty.
7. Transition the draft case to the Open status.
8. Check the "Assigned To Processor On" timepoint once more.

• System is working as designed
• The timepoint "assignedToProcessorOn" is set when the case is ready to be processed, based on the assignment status of the Case.

• Train users on the expected behavior to avoid confusion regarding the timepoint setting in different case creation scenarios.
• Ensure that the case is in the Open status or has transitioned from requestor action to Processor action for the "assignedToProcessorOn" timepoint to be set.
• If creating a case in draft state, manually transition the case to the Open status to trigger the setting of the "assignedToProcessorOn" timepoint.

 Case Creation, assignedToProcessorOn, Timepoint, Behavior, Open Status, Draft State, Assigned to on, date, automatically filled , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem