3657521 - "Duration with Customer" Field Not Recorded When Case Closes from Requestor Action

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.

SAP Sales Cloud and SAP Service Cloud Version 2

1. Log in to the system.
2. Navigate to the Case Menu.
3. Create a new case.
4. Change the case status to Customer Action (Requestor Action).
5. After some time, update the status to Completed (Requestor Action).
6. Finally, close the case in No Action status.
7. Check the case history or report and observe that the "Duration with Customer" is blank.

• The standard system logic calculates the "Duration with Customer" only when the case moves from Requestor Action back to In Progress.
• If the case does not transition back to In Progress before being closed, the system does not capture the duration spent with the customer.

• Ensure that the case transitions from Requestor Action back to In Progress before closure to allow the system to calculate the "Duration with Customer".
• Follow the standard system design to ensure proper recording of the duration field.

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

SAP Sales Cloud and SAP Service Cloud Version 2 all versions