SAP Knowledge Base Article - Preview

3518460 - Response Due Timestamp Resets After Status Change in SAP Service Cloud Version 2

Symptom

  • The Response Due timestamp resets when the case status changes to In Process after a customer reply.
  • The customer requires that the Response Due milestone should not reset once a reply has been received, and the case status changes to Customer Action.
  • The SLA timepoints reset after status changes, impacting the customer's business process.


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Environment

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

Product

SAP Sales Cloud and SAP Service Cloud Version 2 1.0

Keywords

Response Due, SLA, timestamp reset, case status change, SAP Service Cloud V2, In Process, Customer Action, timepoints, Completion Due On, Resolution Due On, Initial Review Due On , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem

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