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

• 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.

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

1. Navigate to the Cases section.
2. Search for a case and open it.
3. Copy the case from the Action menu.
4. Save and open the copied case.
   • All SLA timepoints are active and due.
5. Change the status to Customer Action.
   • The Response Due timestamp is completed, and the SLA stops.
6. Change the status to In Process.
   • The Response Due timestamp is reset, and the SLA is reactivated.

The system is behaving as designed based on the configured SLA timepoints.

• Expected Behavior:
  • Response Due On: Completed when an outbound email is sent or when the case is set to Requestor Action. Timepoint attribute: responseCompletedOn.
  • Initial Review Due On: Completed when the case status changes from Open to In Progress. Timepoint attribute: initialReviewCompletedOn.
  • Completion Due On: Completed when the case status is set to Requestor Action. Timepoint attribute: assignedToCustomerOn.
  • Resolution Due On: Completed when the case status is changed to Completed. If the case is reopened, this timepoint resets. Timepoint attribute: completedOn.
• This behavior is by design. If the current behavior does not align with your business requirements, consider submitting an enhancement request via the SAP Customer Influence Program for further adjustments to the SLA workflow.
  • Would like to submit a New Requirement request?
    • Please post your requirement/vote for the requirement on our Influence site, via the following SAP Sales and Service Cloud Version 2 & SAP Enterprise Service Management: https://influence.sap.com/go/sales_service_v2_esm .
    • Refer to KBA ##3498271 - New Customer Request for Additional Feature or Function in SAP standard software, for additional details.
    • Please note that any forward-looking roadmap item is subject to change and timelines are tentative in nature. When it's available, the information will be shared via the What's New documentation with links.

3483775 - Case Actions Associated On Service Level Milestones Completion

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