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SAP Knowledge Base Article - PreviewSymptom
When a support case is updated by the customer and moved from Customer Action (Requestor Action) → Completed (Requestor Action) → Closed (No Action), the "Duration with Customer" field remains blank in the case history or report.
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Environment
SAP Sales Cloud and SAP Service Cloud Version 2
Product
SAP Sales Cloud and SAP Service Cloud Version 2 all versions
Keywords
Duration with Customer, Case History, Requestor Action, In Progress, No Action, SAP Service Cloud, Case Closure, Case Status, Report Issue , KBA , CEC-CRM-AD , Agent desktop - live channels , Problem
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