3483717 - Resolution Duration issue in Report/Data Source

The "Resolution Duration" attribute under Ticket data source is not showing correct output, particularly showing zero for some tickets.

SAP Cloud for Customer

1. Open the affected report/data source from Business Analytics/Analysis work center.
2. Filter by Ticket ID field under selection tab.
3. Click on Run report
4. Go to to View tab and select the field Resolution Duration.
5. Click on Run Updates.
6. You will see the Resolution Duration as 0.00

The "Resolution Duration" is showing 0.00 because if the resolved on time point is greater than the request initial receipt time point, then duration will be calculated, and if not it will be set to 0.

Set the resolved on time point lower than the request initial receipt time point, then duration will be calculated.

Resolution Duration, Ticket, Key Figure , KBA , AP-RC-ANA , C4C, ByD, Travel: Analytics Tools & Frameworks , Problem

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions