Symptom
- 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.
Environment
SAP Business ByDesign
Reproducing the Issue
- Go to the Service Orders work center.
- Under Common Tasks, select New Service Order.
- Navigate to the General tab.
- Under Main Information, observe the Due Dates.
- The Initial Response By, Arrival at Customer By, and Completed By dates are automatically determined and are not editable.
Cause
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
Resolution
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:
- Go to the Service Orders work center.
- Under Common Tasks, select New Service Order.
- In the General tab, under Order Description, maintain the Reported-On Date as 01.09.2026 12:13.
- 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
- Change the Reported-On Date from 01.09.2026 12:13 to 03.09.2026 12:49.
- 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:
- Go to the Business Configuration work center.
- Navigate to the Overview view.
- Search for Date Profiles.
- Select the Date Profiles hyperlink.
- Under the Date Variable for Service Order.
- 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.
See Also
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
Keywords
Service Order; Due Dates; Initial Response By; Arrival at Customer By; Completed By; Reported-On Date; Date Profile; Date Profile Activity; Business Configuration; Due Date Calculation; Service Order Due Date; Service Order Date Profile; Due Date Not Editable; Service Order Due Date Calculation , KBA , AP-SVO-SO , Service Order , How To
SAP Knowledge Base Article - Public