SAP Knowledge Base Article - Public

3476269 - In the Ticket's Item on Undo Work Progress, it Does not Re-Calculate the Actual End Date Value

Symptom

On the ticket's-item with the Work Progress as Finished, on performing Undo Work Progress and further set back to Finish Work again does not re-calculate the Actual End date value.

Environment

SAP Cloud for Customer.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Search and open the Ticket LMN (where LMN represent the ticket id).
  4. Go to the Items facet and select line-item YY (where YY represent the line-item number).
  5. You can see the Work Progress of line item YY is Finished and have the Actual End Date as xx1.yy1.zzzz1 H1:M1 (where xx1.yy1.zzzz1 H1:M1 is the date and time, when the work progress was 1st time set to finished).
  6. Select line-item YY and click on the More option and select Undo Work Progress.
  7. You can see the work progress of item YY change from Finished to Started.
  8. Now again change the line-item YY work progress from Started to Finished as on xx2.yy2.zzzz2 H2:M2(where xx2.yy2.zzzz2 H2:M2 is the date and time, when the work progress was again set back to finished).
  9. You can see Actual End date for line-item YY is still as xx1.yy1.zzzz1 H1:M1, not re-calculated to xx2.yy2.zzzz2 H2:M2.

Cause

An Actual End Date is automatically calculated, when 1st time change the Item's Work Progress to Finished. This date value will not be re-calculated every time you set the Work Progress to Finished.

Resolution

This is current system behavior.

If you want to re-calculate the Actual End Date, you need to do it manually as propose below.

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Search and open the Ticket LMN.
  4. Go to the Items facet and select line-item YY.
  5. You can see the Work Progress of line item YY is Finished and have the Actual End Date as xx1.yy1.zzzz1 H1:M1.
  6. Select line-item YY and click on More option and select Undo Work Progress.
  7. You can see the Work Progress of item YY change from Finished to Started.
  8. Now, if you need manually change the Actual End Date of line-item YY to xx2.yy2.zzzz2 H2:M2 and then again set back again to Finish Work.
  9. You will now have the manually changed value for Actual End Date as xx2.yy2.zzzz2 H2:M2.

Keywords

Ticket's Item, Work Progress, Undo Work Progress, Actual End date, Finished, Finish Work , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer core applications 2405