3797875 - Due dates in Service Order are Not Editable

• In a new Service Order, the due dates in the General tab are automatically determined based on the Reported-On Date.
• The "Initial Response by", "Arrival at Customer By" and "Completed By" Dates cannot be manually changed in the Service Order. 

SAP Business ByDesign

1. Go to the Service Orders work center.
2. Under Common Tasks, select New Service Order.
3. Navigate to the General tab.
4. Under Main Information, observe the Due Dates.
5. The Initial Response By, Arrival at Customer By, and Completed By dates are automatically determined and are not editable.

The Due Dates are determined based on the Reported-on Date.
These Due Dates are calculated based on the Date Profiles Activity maintained in the business configuration.

The following dates are determined based on the corresponding date profile calculation:

• Initial Response By
• Arrival at Customer By
• Completed By

The due dates cannot be manually edited in the Service Order

Before releasing the Service Order, the due dates can be changed indirectly by modifying the Reported-On Date. When the Reported-On Date is changed, the system recalculates the due dates according to the configured Date Profile.

Example:

1. Go to the Service Orders work center.
2. Under Common Tasks, select New Service Order.
3. In the General tab, under Order Description, maintain the Reported-On Date as 01.09.2026 12:13.
4. The system determines the following due dates:
   • Initial Response By: 02.09.2026 00:13
   • Arrival at Customer By: 03.09.2026 00:13
   • Completed By: 03.09.2026 12:13
5. Change the Reported-On Date from 01.09.2026 12:13 to 03.09.2026 12:49.
6. The system recalculates the due dates as follows:
   • Initial Response By: 04.09.2026 00:49
   • Arrival at Customer By: 05.09.2026 00:49
   • Completed By: 05.09.2026 12:49

The due dates are determined based on the Date Profile Activity maintained for the Service Order in the Business Configuration

To check the Date Profile maintained for the Service Order:

1. Go to the Business Configuration work center.
2. Navigate to the Overview view.
3. Search for Date Profiles.
4. Select the Date Profiles hyperlink.
5. Under the Date Variable for Service Order.
6. Check the configured calculation rules for the Service Order.

The following calculation rules are maintained:

Start Date = Creation Date + Number of Days

3 Day(s)

Response Time = Received on Date + Time in Hours

12 Hour(s)

Arrived-at-Customer Time = Received on Date + Time in Hours

36 Hour(s)

Completion Time = Received on Date + Time in Hours

48 Hour(s)

In this calculation where the number of days and Time in Hours are editable in the Date Profile

Note: Received-on date is Equal to Reported Date

Based on the above configuration, if the Reported-On Date is 03.09.2026 12:49, the system calculates the due dates as follows:

• Initial Response By: 03.09.2026 12:49 + 12 hours = 04.09.2026 00:49
• Arrival at Customer By: 03.09.2026 12:49 + 36 hours = 05.09.2026 00:49
• Completed By: 03.09.2026 12:49 + 48 hours = 05.09.2026 12:49

Therefore, the Due Dates displayed in the Service Order are system-calculated based on the Reported-On Date and the corresponding Date Profile Activity in the Business configuration.

Refer to: Due Date Compliance (Service Requests) | Help Portal

KBA 3244007 - "Initial Response By" and "Completion By" in Report: Service Request
KBA 3224841 - Service Request is Not Considering Operating Hours
KBA 3448903 - BTM Tasks are Not Being Created to Notify the Processor of the Service Request or Service Order That the Due Dates are Overdue
KBA 3753960 - Due Date Compliance (Service Requests) Report Does Not Display Data When Service Levels Are Not Maintained

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